Complaints Process

We are committed to providing the best quality service to every one of our customers. In order to do this, we like to hear your comments and take on board your feedback. If you are unhappy with any aspect of the services we have provided, then the simplest and quickest way to express your concerns is to contact us so we may assist you as soon as possible.

Alternatively, if you would like to feedback that one of the Team has provided excellent customer support, you can do this by nominating them for a WOW! Award here.

Our standards for handling complaints:

We treat your complaint seriously
We will treat you with courtesy and fairness at all times. In return, we hope that you will treat us in the same way.
We will deal with your complaint promptly
We will deal with your complaint confidentially
We will investigate your complaint thoroughly

If you are not happy with how we have dealt with your concerns, you have the option to follow our formal, three-stage complaints process as detailed below.

Stage 1

The first stage is to speak to the person you have been dealing with. We will try to alleviate any concerns you have at that time. In some cases, we may need to gather more information, but we will endeavour to get back to you within 24 (twenty-four) hours, Monday to Friday. Rest assured, we take any reason for dissatisfaction very seriously and will do everything we can to resolve this as soon as possible.

Email: CustomerCare@tilaw.co.uk or by telephone on 0800 840 1496

Stage 2

If we have been unable to reach a satisfactory resolution for you, you will need to formally write to us with your complaint. Please give as much detail as possible about your case and how you would like us to put this right.

Upon receipt of your letter or email, it will be passed to a Manager and acknowledged within 48 (forty-eight) hours, and a full response will be issued within 7 (seven) working days from the date of this acknowledgement. If they are unable to provide a response within 7 (seven) working days, they will let you know and keep you informed of the progress.

Email: CustomerCare@tilaw.co.uk

Write to: Complaints C/O Customer Care, TI Law Limited, Crown House, 1 Stafford Place, Weston-super-Mare, North Somerset, BS23 2QZ.

Stage 3

If you are not happy with the outcome and you feel your complaint has not been resolved satisfactorily, then tell the person you have been dealing with, and they will ask for a Director to review your concerns. You will be notified of who will be dealing with your matter within 48 (forty-eight) hours, and you will receive a full or interim response from them within 14 (fourteen) working days from the date of this acknowledgement.

Please note that we will only deal with customers directly. If you would like to speak to us on behalf of one of our customers, we will need authorisation to speak to you over the telephone and written authorisation or proof that you are able to act as their Attorney or Deputy so as to deal with the complaint with you instead.

We are proud members and are regulated by the CILEx Regulation, and it is mandatory that we comply with their Code of Practice.

If after receiving our final written response, you feel we have not resolved your complaint to your satisfaction, or we have failed to provide you with a final written response to your complaint within eight weeks of you submitting your complaint, you have the right to have your complaint independently looked at by the Legal Ombudsman. They will investigate concerns about poor service relating to the provision of legal services by authorised persons such as CILEx Practitioners, Barrister, and Solicitors.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your issues with us first. If you have been through our complaints process, then you can take your complaint to the Legal Ombudsman:

Within 6 (six) months of receiving our final written response to your complaint; and
No more than twelve months from the date of the act or omission that gave rise to the complaint; or
No more than twelve months from when you should reasonably have known there was a cause for complaint.

If you would like more information about the Legal Ombudsman, you can contact them on:

Website: www.legalombudsman.org.uk

Telephone: 0300 555 0333 between 10am to 4pm

Relay UK: 18001 0300 555 0333

Email: enquiries@legalombudsman.org.uk

Post: Legal Ombudsman PO BOX 6167, Slough, SL1 0EH

The Legal Ombudsman is an independent body that helps resolve disputes between consumers and legal services providers. You can find out about the Legal Ombudsman’s work, its complaints data and points to consider when choosing a legal service provider on their website; www.legalombudsman.org.uk/information-centre/data-centre/ombudsman-decision-data/

Referral to CILEx Regulation, the independent regulator of the firm

Where your complaint relates to the misconduct of a CILEx member, CILEx Practitioner or an Approved Manager in a firm authorised by CILEx, you can refer your complaint free of charge to CILEx Regulation for them to investigate. Misconduct complaints must be made within twelve months of the act or omission that gave rise to the complaint or within twelve months of the complainant having knowledge of the act or omission that gave rise to the complaint, whichever is greater.

CILEx Regulation can be contacted on:

Website: https://cilexregulation.org.uk

Telephone: 01234 845777

Email on info@cilexregulation.org.uk

Post: CILEx Regulation, Room 301, Endeavour House, Wrest Park, Silsoe, Bedfordshire, MK45 4HS.

Referral to Alternative Dispute Resolution

The Alternative Dispute Resolution for Consumer Disputes ("ADR" Competent Authorities and Information) Regulations 2015 The Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015 (legislation.gov.uk) requires the firm to provide details of an approved ADR body. However, the firm is not required to use such a service.

ADR bodies are competent to deal with complaints about legal services should you and our firm wish to use such a body. A current list of ADR approved bodies can be found here: https://www.tradingstandards.uk/consumers/adr-approved-bodies. And more information on ADR can be found here: ADR-Guidance.pdf (Cilexregulation.org.uk)

Last updated April 2023