Client Services

About us

Mortimer Clarke Solicitors is a specialist litigation law firm.

We provide an excellent service to our clients who require effective and compliant litigation services.

We specialise in large scale 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.

There are three qualified lawyers supervising the work carried out at the firm. They are:

Sandra Bayne – Principal Solicitor

The director of the firm, Sandra Bayne has approximately 18 years post qualification experience and is the firm’s Compliance Officer for Legal Practice. Sandra spent several years specialising in insolvency litigation before becoming a debt recovery litigation expert.

Rebecca Hayler – Chartered Legal Executive

Rebecca has over 8 years of specialist debt recovery litigation experience. Rebecca qualified as a Fellow of the Chartered Institute of Legal Executives in 2014. Rebecca is regarded as an expert in data protection.

Helen Costen – Solicitor

Helen qualified as a Solicitor in 2014. Helen has over 9 years litigation experience in a number of legal areas and manages a team of paralegals working in the defended litigation team.

We have experienced operational managers, who have a wealth of experience in recoveries.

We also have several teams of Litigation Executives (paralegals) and Litigation Customer Consultants – they do not have formal legal training, but undergo our robust internal training programme.

We have strong quality assurance controls and measures to ensure that the work which we carry out for our clients is high quality.

Click here to download an electronic copy of our debt recovery fees leaflet:

Mortimer Clarke Debt Recovery Fees Leaflet

Client Complaints Procedure

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 ([email protected]). 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 can 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 must 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: [email protected]

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.

You can raise your concerns with the Solicitors Regulation Authority, whose address is The Cube, 199 Wharfside Street, Birmingham, B1 1RN.