1. Introduction
    Lyons Davidson is committed to providing a comprehensive, efficient and effective service of the highest quality to its clients.
  2. Response times
    We have developed service standards which aim to ensure that your case is dealt with promptly and effectively.
    Your telephone calls will be returned the same day; if the person dealing with your case is not available, someone else will call you to inform you when your call will be dealt with.
    All correspondence received from you will be replied to within a maximum of five working days.
  3. Case review
    Your Case Handler is responsible for the initial assessment of your case.  This will be sent out to you within five working days from the day we receive all the information.  The Case Supervisor will regularly review the progress of your case with the person dealing with your case.
  4. Complaints system
    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 for you to contact the person who is working on your case, or your case supervisor, to discuss your concerns and we will do our best to resolve any issues at this stage.

    Should you remain dissatisfied and would like to make a formal complaint, then you can address it to our Complaints Partner, Michael Greybanks, by emailing [email protected]. Please see our Complaints Procedure and Terms of Business for more details.