Our complaints procedure
We pride ourselves on providing the best possible service to all of our clients. Being ethical, understanding and a source of expertise is fundamental to giving you the best possible service.
While we rarely receive complaints - owing to our high standards and strong customer service - we do take them very seriously and will always do what we can to improve our service. If you feel dissatisfied with the service you’ve received from First4lawyers, then let us know using our complaints procedure.
How it works
We aim to provide all of our clients with the best possible service, but on the rare occasion you feel our service has missed the mark, we have a full complaints procedure in place to help us identify and fully resolve the issue.
If you wish to make a complaint about the service you’ve received from First4lawyers during any part of the claims process, then you can contact us either by phone on 0800 567 7866, email us at firstname.lastname@example.org or write to us at:
1 Dundas Street
We want the services we provide to you to be problem free. An important part of our customer care policy is that all complaints received about any aspect of our service will be fully investigated.
We reserve the right to decline to consider a complaint if we think the complaint has been brought to our attention outside the time limits set out in the Legal Ombudsman’s Scheme Rules. There may be instances where we will waive this at our discretion. We will confirm to you in writing if a complaint has been made outside the time limit that we are prepared to consider.
We will send you a written or electronic acknowledgement of a complaint within five business days of receipt, identifying the person who will be handling the complaint for the business, together with a copy of this procedure. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint, and will have authority to settle the complaint.
Within eight weeks of receiving a complaint we will send you either:
1. A final response which adequately addresses the complaint; or
2. a response which:
A. explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response; and
B. inform you that you may refer the handling of the complaint to the Legal Ombudsman.
Where we decide that redress is appropriate, we will offer you fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress.
If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to:
PO Box 6806 Wolverhampton WV1 9WJ
Tel: 0300 555 0333
You should contact the Legal Ombudsman within six months of our final response to you.