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.
In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage.
If you would like to make a formal complaint, then you can read our full complaints procedure below:
If for any reason you believe that we have not delivered an acceptable level of service, we want you to let us know as soon as possible. We will investigate the issue and try to provide you with an effective solution. Please contact our customer service team on +44 0330 174 9694.
If you are not satisfied with our reply and with the actions we have taken, you can contact your caseworker’s supervisor. The name of the supervisor can be found on your client care letter. If for any reason you do not have this, you can contact us on +44 0330 174 9694 to find out.
In this case we will investigate further. We may suggest a meeting or a phone call with your case worker and his/her supervisor to resolve the issue.
If you are not satisfied with our previous responses, or you prefer to make a complaint in writing, you can send us an email to info@protectlawltd.co.uk.
Making a complaint will not affect how we handle your case.
The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.
You can raise your concerns with the Solicitors Regulation Authority.
Should we be unable to resolve your complaint internally, the Legal Ombudsman is available to help. Their review is entirely independent, and it will have no bearing on our handling of your case.
To be eligible for their review, you must adhere to the following time limits:
Submit your complaint within six months of receiving our final response; and
Submit it no more than one year from the date of the act or omission in question, or (if applicable) no more than one year from the date you should reasonably have become aware that you had cause to complain.
If you require further details about the Legal Ombudsman, please reach out to them directly.
Contact details
Email:www.legalombudsman.org.uk
Call: 0300 555 0333 between 9am to 5pm.
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
