Our Complaints Procedure


There may be occasions when something goes wrong in the delivery of a service that leaves you dissatisfied. Should this happen we would appreciate being given the opportunity to resolve any problems or difficulties. Our aim will always be to bring such matters to a conclusion promptly and to your entire satisfaction.

In the unfortunate situation that you have a cause for complaint in respect of a service that we have provided then you can contact us in person, write to us or telephone us. We want the services we provide to be the best and to be problem free. An important part of our customer care policy is that all complaints received about any aspect of our service will be fully investigated. We will send you a written or electronic acknowledgement of a complaint within five business days of receipt, identifying the person who will be handling the complaint for the business.

Within four weeks of receiving a complaint, we will send you either:

  1. A final response which adequately addresses the complaint; or
  2. A response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.

Within eight weeks of receiving a complaint we will send you either:

  1. A final response which adequately addresses the complaint; or
  2. A response which explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response and/or inform you that you may refer the handling of the complaint to the Claims Management Regulator if you are dissatisfied with the delay.

Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress.

If at the end of the complaints process your complaint has not been resolved to your satisfaction then you have a right to complain to the Legal Ombudsman. We have a duty to advise that you have a period of some 6 months to raise a complaint with the Legal Ombudsman.

The Legal Ombudsman’s contact details are as follows:-

Legal Ombudsman

PO Box 6806




Phone 0300 555 0333

Email:- cmc@legalombudsman.org.uk


Recommender Fees

We are obliged to inform you that we receive payment from our panel Solicitors for recommending work in your case the recommender fee will be up to six hundred pounds.


Privacy Policy

Any personal information which you give us will be processed in a confidential manner and in compliance with the Data Protection Act regulations.

Access to your personal information is restricted to our staff and to third parties involved in the processing of your claim. Your personal information will not be passed to any other party without your express consent.