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.
If you have a formal complaint, please write to us with the details, addressing your letter to:
Director of Personal Injury
No.1 Europa House
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.
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)|