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We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.Making a complaint will not affect how we handle your case.
What happens with your complaint? We will send you a letter or email acknowledging your complaint. We will then start to investigate your complaint. This may involve one or more of the following steps:
At this stage, if you are still not satisfied, you can contact us again and a client complaints partner will review our decision and in-form you of the outcome.
What we do if we cannot resolve your complaint
The legal ombudsman can help you if we are unable to resolve your complaint ourselves. 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. If you have, then you must take your complaint to the legal ombudsman:
If you would like more information about the legal ombudsman, please contact them:
Call: 01616 966 229 between 9am to 5pm.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ