We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.
In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage.
If you would like to make a formal complaint, then you can read our full complaints procedure below :
If for any reason you believe that we have not delivered an acceptable level of service, we want you to let us know as soon as possible. We will investigate the issue and try to provide you with an effective solution. Please contact our customer service team on +44 020 7822 85 35.
If you are not satisfied with our reply and with the actions we have taken, you can contact your caseworker’s supervisor. The name of the supervisor can be found on your client care letter. If for any reason you do not have this, you can contact us on +44 020 7822 85 35 to find out.
In this case we will investigate further. We may suggest a meeting or a phone call with your case worker and his/her supervisor to resolve the issue.
If you are not satisfied with our previous responses, or you prefer to make a complaint in writing, you can send us an email to firstname.lastname@example.org.
Making a complaint will not affect how we handle your case.
The Solicitors Regulation Authority can help you 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 can raise your concerns with the Solicitors Regulation Authority.
What do to if we cannot resolve your complaint
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
If you would like more information about the Legal Ombudsman, please contact them.
Call: 0300 555 0333 between 9am to 5pm.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ