Making A Complaint
We always aim to provide excellent customer service. So, we always aim to keep our advice clear and easy to understand, be ready if you need to speak to an expert, and always get the best possible outcome for you.
So, if you’re unhappy with our work at any point, you should let us know immediately. That way, we can try to resolve any issues you have. You should do this in writing, such as by letter or by emailing [email protected]. Then, if we will go through our internal complaints procedure to resolve the issue.
If, for whatever reason, we are unable to resolve the issue ourselves, the Legal Ombudsman can help. You can contact them for more information with these details:
The Ombudsman will only accept a complaint for investigation if you have tried to resolve the complaint with us first. Then, you will need to take your complain to the Ombudsman:
- Within six months of receiving a final response to your complaint, and
- Within six years from the date of act/omission; or
- Within three years from when you should reasonably have known there was cause for complaint.