AEROCLAIM HELPLINE 0845 177 0546

TERMS AND CONDITIONS

Who Is Dealing With Your Claim?

Aeroclaim is a division of TM Solicitors who address is Melton Court, Gibson Lane, Melton Hull, HU14 3HH.

Your claim will be handled by TM Solicitors who on receipt of your claim will provide a unique reference number and dedicated e-mail address to correspond with.

Estimate Of Compensation

The website contains estimates of compensation. Please note that these are intended as a guide only and as such your compensation could be higher or lower then the estimate as a number of factors ultimately make up a compensation award.

Charges

We only get paid if we recover compensation on your behalf. No upfront fees are charged to assess your claim. At the beginning of the case we will confirm the likely costs in bringing your claim, wherever possible we will seek to agree a fixed fee for the work undertaken.

All of our fees are subject to VAT. Payment is due when we cease to act for you, including if you withdraw your instructions, and we have a lien on any papers until payment is made to us. All payments for any compensation will be paid direct to TM Solicitors. In the event that the airline compensate you direct then you agree to account to TM Solicitors for the agreed fixed fee received plus VAT.

The terms and conditions outlined above relate purely compensation for cancelled flights they do not include representation in any court proceedings which may necessary if the airline reject your claim or any personal injury claim. If court proceedings become necessary we will contact you and advise you of our terms and conditions which will apply.

The above charges only to compensation for cancelled flights. They do not apply for us acting on your behalf if you have been injured.

If you have sustained an injury we will advise you of our terms and conditions separately providing and estimate of the likely fees. In most cases we are able to act on behalf of injured persons under a Conditional Fee Agreement (No Win No Fee).

Interest On Monies Held On Your Behalf

Any money received or paid on your behalf will be held in our Client Account. Subject to certain minimum amounts and periods of time as set out in the solicitors accounts rules 1998, interest will be calculated and paid at the rate from time to time payable on Barclays Bank Designated Client Accounts.

Complaints

We treat any complaint against the firm or an individual within the business very seriously. If at any time when we are dealing with your case you have any problems with the service please try to resolve this in the first instance with the person handling your case. We will attempt to resolve any complaint as quickly as possible and within 24 hours if this is achievable by telephone. Should this not be possible or you have documented your problem then we will acknowledge your complaint within 3 days. The matter will then be thoroughly investigated and a detailed response will be sent to you within 14 working days. If the problem has not been resolved satisfactorily and you wish to take matters further, please ask to speak to Mr Timothy Murden who is responsible for complaints he will look into the matter further and try to resolve the difficulty.

A written copy of our complaints procedure is available on request. Please address all complaints to the following address ensuring your reference number is clearly stated: TM Solicitors Melton Court Gibson lane, Melton, Hull HU14 3HH.

Storage Of Papers And Documents

After completing the work, TM Solicitors are entitled to keep all of your papers and documents until paid the monies owing for charges and expenses. This firm will retain the file of papers (except for any of the papers which you ask to be returned to you) for no more than 6 years. We will not destroy documents you ask us to keep in safe custody.

If you require papers or documents retrieving from storage in relation to continuing or new instructions to act in connection with your affairs, you will normally be charged for such retrieval. However, we may make a charge for reading correspondence or other work necessary to comply with the instructions given by you or on your behalf.

Data Protection

It is likely that we may have to disclose certain information to third parties in order to progress your case. We will only disclose such information having discussed the matter with you and after obtaining your consent to the disclosure.

Financial Services

We are not authorised by the Financial Services Authority. However, we are included on the register maintained by the Financial Services Authority so that we can carry insurance mediation activity, which is broadly the advising on, selling and administration of insurance contracts. This part of our business, including arrangements for the complaints or redress if something goes wrong, is regulated by the Law Society as an exempt professional body. The register can be accesses via the Financial Services Authority website at http://www.fsa.gov.uk.

Although not regulated by the FSA we may if necessary refer you to someone who is authorised to provide any necessary advice. However, we can provide ( see above ) certain limited services in relation to investments, provided that they are closely linked with the legal services we are providing you as we are regulated by the SRA. If you have a complaint then the redress mechanisms are provided through the SRA which is the independent regulatory body of the law society and the legal complaints service which is the independent complaints handling body of the law society.

Termination

You may terminate your instructions to us in writing at any time, but we will be entitled to keep all of your papers and documents whilst there is money owing to us for charges and expenses. In some circumstances you may consider that we ought to stop acting for you, for example, if you cannot give clear or proper instructions on how we are to proceed or if it is clear that you have lost confidence in the way we carry out your work.

We may only decide to stop acting for with good reason. This may include your failure to comply with our terms and conditions. We will always give you reasonable notice if we stop acting for you.

TM Solicitors - Regulated by the Solicitors Regulation Authority