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Client Complaints

We want to give our clients 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.

If you are a client of the firm and would like to make a formal complaint, please email ( compliance@mortimerclarke.co.uk ). Sandra Bayne will acknowledge any complaint made by a client within 2 business days. Mortimer Clarke will consider the client complaint objectively and carry out an investigation. We will aim to respond with our decision or any proposed solution within ten business days. We will invite the client to discuss the complaint with us and we will then send a written response. We have 8 weeks to resolve a complaint.

The Legal Ombudsman may be able to 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 may be able to take your complaint to the Legal Ombudsman:

  • Within six months of receiving a final response to your complaint
  • and
  • No more than six years from the date of act/omission; or
  • No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details:

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between | 9am and 5pm

Email: enquiries@legalombudsman.org.uk

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

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 characteristic.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority


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Debt Recovery Litigation

We specialise in consumer credit debt recovery litigation and will tailor our approach to suit you. We have a comprehensive knowledge of the regulatory framework in which financial institutions operate, and place compliance at the heart of the work that we do. We ensure that we work in accordance with all current guidance and legislation.