Making a complaint
Complaints may be made in writing to our postal address as shown in the “Contact us” page, by e-mail to firstname.lastname@example.org, by telephone on 0800 542 6866 or even by letter.
We will send you a written or electronic acknowledgement of a formal complaint within 5 working days of a complaint being received.
Within eight weeks of receiving a complaint we will send you either:
We hear everyones complaints and we are here to resolve any potential issues that could occur, offering peace of mind.
Where it is decided 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 that you accept. Appropriate redress will not always involve financial redress, but could involve an apology or another suitable form of redress.
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. If you wish to refer your complaint to the Legal Ombudsman this must be done within six months of our final response to your complaint.
If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you have 6 months from the date of the final decision to refer the complaint to:
PO Box 6804
Tel: 0300 555 0333