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8.5 |
117 Reviews
They acted in a sympathetic and professional manner and resolved my case very efficiently.
Mr Dowse
Leeds
We love to hear your feedback and every week we receive thanks and praise from our many satisfied clients whose cases have just been successfully settled, thanks to the expertise and dedication of our team. So if you would like to send us your comments, just email us at [email protected]. And if, despite our best efforts, something goes wrong, we really need you to tell us about it so we can put it right. Your feedback will help us to improve our standards even further and ensure all our clients are getting the excellent service they deserve.
Read moreAt Your Legal Friend, we’re committed to providing all our clients with professional, expert legal advice that’s clear and easy to understand. We pride ourselves on meeting the highest standards of management and customer care, which is why we have been awarded The Law Society’s Lexcel practice management standard. Every year, we undergo rigorous independent assessments to ensure we meet the required standards of excellence in areas such as client care, case management and risk management.
Read lessIf you would like an update on the progress of your case, you can track your claim online any time. Simply click onto Track your claim (you will need the username and password we provided in the initial letter we sent you). If you can’t find these details, just ring our Customer Services Team and they will be happy to help you.
Alternatively, you can contact the person or team handling your case – their contact details will be on the correspondence you have received from us along with your case reference number.
If you have a concern about your case, please raise it first of all with the person or team who are handling your case. This is the fastest way to resolve it, either immediately or within a few days.
If you would like to raise your concern further or want to talk to someone other than the person dealing with your case, you can contact our Customer Service Team and they will be more than happy to help you resolve your issue.
If you are still dissatisfied with our response and you would prefer us to conduct a formal investigation, please follow the procedure below.
We are committed to providing a high-quality legal service to all our clients. When something goes wrong we need you to tell us about it. This will help us to improve our standards.
If you have any concerns we encourage you to raise these, in the first instance, with your file handler and/or their Manager. Many clients prefer to seek to resolve complaints informally in this way as it often results in concerns being resolved more quickly; usually by telephone within a few days.
If, however, you are unhappy with the outcome of our informal investigation or you would prefer us to investigate your complaint formally, please follow the procedure below.
If you have a formal complaint, please write to us with details, addressing your letter to: Dominic Timmons,
Head of Compliance,
No.1 Europa House,
Conway Street,
Birkenhead,
CH41 4FT.
We want our complaints procedure to be accessible by all, so if you are unable to detail your complaint in writing or need some assistance in doing so, please contact the Client Care Team to discuss alternative ways of communicating with us.
Once you have been through all of the stages of the complaints procedure, if you remain dissatisfied, you can appeal to the Legal Ombudsman who will independently investigate complaints of injustice arising from legal services. For further information please visit their website at www.legalombudsman.org.uk, call them on 0300 555 0333 or write to them at:
Legal Ombudsman
PO Box 6806,
Wolverhampton,
WV1 9WJ
Complaints to the Legal Ombudsman must be made within six years of us being unable to resolve a complaint to your satisfaction or three years of you finding out there was a problem with the service your received, otherwise, they may refuse to look at your complaint.
If you would like an update on the progress of your case, you can track your claim online any time. Simply click onto Track your claim (you will need the username and password we provided in the initial letter we sent you). If you can’t find these details, just ring our Customer Services Team and they will be happy to help you.
Alternatively, you can contact the person or team handling your case – their contact details will be on the correspondence you have received from us along with your case reference number.
If you have a concern about your case, please raise it first of all with the person or team who are handling your case. This is the fastest way to resolve it, either immediately or within a few days.
If you would like to raise your concern further or want to talk to someone other than the person dealing with your case, you can contact our Customer Service Team and they will be more than happy to help you resolve your issue.
If you are still dissatisfied with our response and you would prefer us to conduct a formal investigation, please follow the procedure below.
We are committed to providing a high-quality legal service to all our clients. When something goes wrong we need you to tell us about it. This will help us to improve our standards.
If you have any concerns we encourage you to raise these, in the first instance, with your file handler and/or their Manager. Many clients prefer to seek to resolve complaints informally in this way as it often results in concerns being resolved more quickly; usually by telephone within a few days.
If, however, you are unhappy with the outcome of our informal investigation or you would prefer us to investigate your complaint formally, please follow the procedure below.
If you have a formal complaint, please write to us with details, addressing your letter to: Dominic Timmons,
Head of Compliance,
No.1 Europa House,
Conway Street,
Birkenhead,
CH41 4FT.
We want our complaints procedure to be accessible by all, so if you are unable to detail your complaint in writing or need some assistance in doing so, please contact the Client Care Team to discuss alternative ways of communicating with us.
Once you have been through all of the stages of the complaints procedure, if you remain dissatisfied, you can appeal to the Legal Ombudsman who will independently investigate complaints of injustice arising from legal services. For further information please visit their website at www.legalombudsman.org.uk, call them on 0300 555 0333 or write to them at:
Legal Ombudsman
PO Box 6806,
Wolverhampton,
WV1 9WJ
Complaints to the Legal Ombudsman must be made within six years of us being unable to resolve a complaint to your satisfaction or three years of you finding out there was a problem with the service your received, otherwise, they may refuse to look at your complaint.
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