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 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 our complaints procedure is set out here.
Our complaints procedure aims to resolve your complaint efficiently and fairly.
Your complaint will be referred to our Customer Services and Compliance Department. This department works independently from the department which is handling your case in order to provide an objective view.
We will acknowledge in writing that you have made a complaint and provide you with the name and contact details of the Customer Services Officer who will personally address your complaint. You should feel free to contact them at any stage to give them information and to discuss your concerns. If the Customer Services Officer thinks it would be helpful they can arrange a meeting with you to discuss your complaint.
We will write to you with a response to your complaint within 10 working days. In this response, the Customer Services Officer will set out the findings of their investigation and will suggest what they propose in order to resolve your concerns. If there is any reason why they cannot respond within this timescale, they will let you know and explain why and set a new timescale.
The Customer Services Officer will contact you 10 working days after their response to check that you are satisfied with our conclusions and proposed resolution.
If we cannot resolve your complaint then you can ask the Legal Ombudsman to investigate your complaint if it is about poor service. The Legal Ombudsman can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem. You must refer your complaint to the Legal Ombudsman within 6 months of our final response to your complaint.
The Legal Ombudsman contact details are as follows:
We will retain details of your complaint and its outcome. This information will be used for internal training and analysis.
Version April 2022
"My case handler was very knowledgeable about the legal process, and communicated with us very efficiently, explaining every step of our case with clarity and managing our expectations accordingly. They also showed a great deal of empathy and made us feel confident.