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What to do if we cannot resolve your complaint

We have eight weeks to consider your complaint. If for any reason we are unable to resolve the problem in that timeframe then you may ask the Legal Ombudsman to consider your complaint. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. Please be aware that from 1 April 2023 any complaint to the Legal Ombudsman:

  • Must usually be made within six months of you having received a final written response from us to your complaint
  • Must usually be made within one year of the act or omission about which you are complaining occurring; or within one year from when you should have known or become aware that there were grounds for complaint.

Contacting the Legal Ombudsman

Call :                0300 555 0333 between 8.30am to 5.30pm. For minicom call 0300 555 1777.
Post:                Legal Ombudsman Box 6167, Slough SL1 0EH.

The Legal Ombudsman asks that you do not send originals as they scan any documents they receive and then destroy what has been sent.

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