Complaints process

Our clients generally prefer to make an enquiry or an informal complaint as it often results in their concerns being resolved more quickly, usually by telephone within a few days. If you have any concerns please raise them initially with the person and/or their team who are handling your case. If you are still dissatisfied with our response and you would prefer us to conduct a formal investigation, please follow the procedure below.

How to make a formal complaint

If you have a formal complaint, please write to us with the details, addressing your letter to:

Alison Saul
Director of Personal Injury
No.1 Europa House
Conway Street
CH41 4FT.

Our complaints procedure must be accessible by all, so if you are unable to detail your complaint in writing or need some assistance in doing so, please contact us on 0151 649 3000 to discuss alternative ways of communicating with us.

What happens next?

  1. Formal complaints will be recorded in our central register within 24 hours and we will send you a letter acknowledging your complaint within 2 days of us receiving it.
  2. Your complaint will be investigated by the Director of Personal Injury. We will ask you to provide additional information if we feel it is necessary to help us properly investigate your complaint.
  3. Once we have spoken to any relevant parties, examined all relevant files and concluded our investigation, we will send you, within 21 days of acknowledging your complaint, a detailed written response which will include our suggestions for resolving your complaint.
  4. Should you remain dissatisfied following review of your complaint, we will remind you of the Legal Ombudsman’s details should you wish to contact them.
  5. If we have to change the timescales above, we will let you know and explain why.

Further advice or assistance

Once you have been through all of the stages of the complaints procedure, if you remain dissatisfied, you can appeal to the Legal Ombudsman who will independently investigate your complaint.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

- within six months of receiving a final response to your complaint; and -no more than six years from the incident date or no more than three years from when you should reasonably have known there was cause for complaint.

Address PO Box 6806,
Telephone 0300 555 0333 (9am to 5pm)