Complaints Process

We are committed to providing the best quality service to every one of our customers. In order to do this, we would 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.

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.
We deal with all complaints free of charge.

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 or our Customer Support Team, who will direct your complaint to the relevant department. We will try to alleviate any concerns you have at that time, but in some cases, we may need to gather more information. We will keep you informed of this and endeavour to get back to you within 24 hours (Monday to Friday).

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

Stage 2

If we have been unable to resolve your concerns, you are able to make a formal complaint by writing to us or via email. Please give as much detail as possible about your case and how you would like us to put this right.

Please note: This requirement does not apply to Data Protection Complaints, which may be submitted through any communication channel, including telephone, email, post, website enquiries or other methods of contacting us.

On receipt of your complaint, it will be passed to a Manager with sufficient experience who will remain impartial and acknowledge the escalation within 48 hours. A full response will be issued within 7 working days from the date of this acknowledgement. If we are unable to provide a response within 7 working days, we 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 to be authorised and regulated by CILEx Regulation and are required to comply with its Code of Conduct and regulatory requirements.

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, Barristers, 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 and 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 concerns relate to misconduct, regulatory breaches, professional standards, or the conduct of a CILEx regulated individual or authorised entity, you may refer your complaint free of charge to CILEx Regulation for investigation. Misconduct complaints should be made within twelve months of the act or omission giving rise to the complaint, or within twelve months of the complainant having knowledge of the act or omission, whichever is later.

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) require 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. More information on ADR can be found here: ADR-Guidance.pdf (Cilexregulation.org.uk)

Data Protection Complaints

If you are unhappy with how we have collected, used, stored, shared or otherwise handled your personal information, you have the right to raise a Data Protection Complaint with us. We take privacy concerns seriously and are committed to investigating all such complaints fairly and without undue delay.

Examples of Data Protection Complaints include concerns regarding:

How we have collected or used your personal information.
The accuracy of personal information held about you.
Marketing communications you have received from us.
Delays in responding to a Subject Access Request.
The sharing of your personal information with third parties.
Concerns relating to a personal data breach.
Any other rights you may have under data protection legislation.

Data Protection Complaints can be made by telephone, email, post, website enquiry or any other method used to contact us. You do not need to submit a Data Protection Complaint in writing for us to investigate it.

Where your correspondence includes a request to exercise your rights under UK GDPR, such as a request for access to your personal information, rectification, erasure, restriction of processing, data portability, or an objection to processing, we will deal with that request in accordance with the applicable statutory timescales and requirements.

When handling a Data Protection Complaint, we will:

Acknowledge your complaint within 30 calendar days of receiving it.
Carry out appropriate enquiries and investigate the matter thoroughly.
Keep you informed of progress whilst the complaint is being investigated.
Provide you with the outcome of our investigation without undue delay.

We encourage you to contact us first so that we have the opportunity to address your concerns and resolve any issues directly. However, you have the right to lodge a complaint with the Information Commissioner's Office (ICO) at any time if you believe that we have not handled your personal information in accordance with data protection law.

Last Updated: September 2026