Complaints procedure

At First4Lawyers, 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 what we offer.

We rarely receive complaints, owing to our high standards and strong customer service, but 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 please let us know using our complaints procedure.

We have a full complaints procedure in place to help us identify and fully resolve any issues. 

Making a complaint

To make a complaint about the service you’ve received from First4Lawyers. during any part of the claims process, please contact us in one of the following ways:

What happens next?

We want the services we provide to you to be problem free. An important part of our customer care policy is that all complaints are fully investigated.

We will acknowledge your complaint promptly (if we have not been able to resolve the complaint by the end of the third working day after it was received) and continue to keep you reasonably informed of the progress we are making with your complaint.

If we are able to resolve your complaint by the end of the third working day after receipt, we shall issue you with a summary resolution which shall include;

a) reference to you having made a complaint;
b) confirm that we believe the complaint has been resolved; and
c) provide details of the next steps you should follow if you remain unsatisfied with the outcome including referral to the Financial Ombudsman Service.

If we are unable to resolve your complaint by the end of the third working day then, in addition to any updates, we are committed to providing you with our final response within 8 weeks.  This final response shall include;

a) a summary of your complaint, our investigation and final view on the issue(s) raised; and
b) provide details of the next steps you should follow if you remain unsatisfied with our final response including referral to the Financial Ombudsman Service.

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.

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 Financial Ombudsman 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.

If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to:

Financial Ombudsman Service
Exchange Tower, Harbour Exchange, London, E14 9SR
Online: 
https://help.financial-ombudsman.org.uk/help

Tel: 0800 023 4567

You should contact the Financial Ombudsman Services within six months of our final response/summary resolution to you and within either six years from the event you are complaining about or three years from when you could have reasonably known that you had cause to complain.