Our aim is to ensure that we treat our client’s customers fairly and when there are concerns about our service, we would like to hear about it
What is a complaint?
You can raise a complaint in writing, in person or over the phone.
In the first instance, you should contact the case handler to discuss your concerns. Alternatively, you may direct your concerns to .
If you have special needs or requirements, which need accommodating to make our complaints process accessible, please let us know.
How we will deal with a complaint
We will acknowledge all complaints within 3 working days of receipt of your complaint.
We will investigate your complaint competently, diligently and impartially, obtaining additional information as necessary. This will usually involve reviewing relevant files, information, and systems, and speaking to individuals involved. It may also involve a discussion with you. If this is considered appropriate, we will advise you accordingly.
We will provide you with a fair and clear assessment of the complaint, an explanation of our investigations, and any offer of remedial action or proposed action.
We will endeavour to send a final response to you in writing within 8 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.
If we need to adjust any of these timescales, we will notify you accordingly.
Forwarding a complaint
In some circumstances, we may not be able to consider your complaint because the product or service failure is outside of our control and has been caused by another party.
If we have reasonable grounds and are satisfied that another party is solely or jointly responsible for the complaint, we will promptly forward the complaint, in writing to that other party. We will also inform you of this in our response, and explain why the complaint has been forwarded, and provide you with contact details for the other party.
Closing complaints
We will regard your complaint as closed in the following circumstances:
- Once we have sent you a final response.
- Where you accepted a response that we have sent to you.
- If you refer your complaint to a regulator and they inform us that the complaint is closed.
What to do if we cannot resolve your complaint
If you are dissatisfied with the final response you have received (at any stage of the process) you may be able to refer a complaint to our debt recovery escalation team
The Legal Ombudsman will not consider your complaint for investigation because you are not a client of the firm. However, the Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. You do not have to be a client of the firm to be able to raise your concerns directly with the Solicitors Regulation Authority.
Costs
We will not charge for investigating a complaint.
