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Client care

We'd love your feedback

At 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.

We love to hear your positive 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.

Want an update on your case?

If you would like an update on the progress of your case, you can track your claim on line 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 on 0844 247 0707 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.

Any concerns?

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 on 0844 247 0707 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.

Our complaints procedure

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.

How to make a formal complaint

If you have a formal complaint, please write to us with details, addressing your letter to Dominic Timmons, Head of Compliance, at 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.

What will happen next?

  1. Formal complaints will be recorded in our central register within 24 hours and we will send you a letter acknowledging your complaint within 2 days of us receiving it.
  2. Your complaint will be investigated by the Head of Compliance.  We will ask you to provide additional information if we feel it is necessary to help us properly investigate your complaint.
  3. Once we have spoken to any relevant parties, examined all relevant files and concluded our investigation; we will send you, within 21 days of acknowledging your complaint, a detailed written response which will include our suggestions for resolving your complaint.
  4. Should you remain dissatisfied following review of your complaint, we will remind you of the Legal Ombudsman’s details should you wish to contact them.
  5. If we have to change the timescales above, we will let you know and explain why.

Further advice or assistance

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, call them on 0300 555 0333 or write to them at:

Legal Ombudsman
PO Box 6806,

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.