We want to give you the best possible service. However, if at any point you become unhappy with the service we have provided to you or you have concerns about your bill then you should inform us immediately so that we can do our best to resolve the problem for you.
We have a procedure in place which details how we handle complaints, a copy of which can be obtained by request. We have eight weeks to consider your complaint. If we are unable to help you, then you can have the complaint independently looked at by the Legal Ombudsman.
The Legal Ombudsman can investigate the complaints up to six years from the date of the problem happening or within three years of when you found out about the problem however from 1 April 2023 this changes to one year from the act/omission; or one year from when the complainant should reasonably have known there was cause for complaint.
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 would like more information about the Legal Ombudsman their contact details are as follows:
Call 0300 555 0333 between 8:30am to 5:30pm.
Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 020 from both mobiles and landlines.
Calls are recorded and may be used for training and monitoring purposes.
For minicom call 0300 555 1777
Email: [email protected]
PO BOX 6806
Do not send original documents to the Legal Ombudsman. They will scan any documents you send to take computer copies and then destroy the originals.