Complaints Procedure

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we 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 here  and contact our Complaints Team on feedback@nationallegalservice.co.uk

Please rest assured that 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 characteristics.

You can raise your concerns with the Solicitors Regulation Authority

What do to 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:

• within six months of receiving a final response to your complaint and
• one year from the date of the act or omission being complained about; or
• one year from the date when the complainant should have realised that there was cause for complaint.

If you would like more information about the Legal Ombudsman, please see contact details below:

Website: www.legalombudsman.org.uk

Telephone: 0300 555 0333 Minicom: 0300 555 1777

Post: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ