Complaints Procedure

We are committed to providing a high-quality service to all our clients. We hope everything goes smoothly, but if something does go wrong we have a complaints procedure in place so that we can try and resolve the issue for you as quickly as possible.

Complaints about solicitor

If you would like to make a complaint about the services provided by one of the solicitors advertised on our website, these should be raised directly with the solicitors. These complaints will be dealt with under the solicitor’s own complaints handling procedures. If any such complaints are received by us, they will be passed on to the solicitor who is dealing with your matter.   If you don’t feel happy with your solicitor’s response to your complaint, the matter should then be referred onto the Legal Ombudsman.

Complaints about the service received from our website

Formal complaints about our service will be handled in the following way:

1) We will send a written or electronic acknowledgement of any complaint received within five business days of receipt of any such complaint, providing details of the person handling the complaint, together with a copy of our internal complaints handling procedure.

2) Within four weeks of receiving the complaint we will either send the complainant a final response or a holding response, explaining why it has not been possible to deal with the complaint within four weeks, and indicate when further contact will be made, which will be within 8 weeks of the original complaint.

3) If a final response cannot still be provided within this eight week timescale then the complainant will be informed of this and the reasons why, and advised of their right to make a complaint to the Claims Management Regulator

We reserve the right to decline to consider any complaint raised more than six months after the complainant became aware of the cause of the complaint.

Right to Complain to the Claims Management Regulator

If a client is dissatisfied after using our Internal Complaints Handling Procedure then they can make a complaint to the Claims Management Regulator. Complaints may be made in writing, by email, by telephone or any other form to:

Claims Management Regulator
57-60 High Street
Burton on Trent
DE14 1JS

Tel: 0845 450 6848