This complaints procedure is for customers of our clients. We have a separate client complaints procedure which can be found in the heading above “Client Complaints”. We work hard to make sure every customer has a positive experience of dealing with us. Unfortunately, sometimes things go wrong, but we’re just as committed to making sure we put things right as quickly as possible.
If any issues arise in the course of your dealings with us, let us know as quickly as possible. Most problems can be resolved quickly by a Litigation Customer Consultant, so we suggest that you get in touch as soon as you realise there is an issue.
If our Litigation Customer Consultants can’t resolve your concerns, the matter will be referred to the complaints team.
If you think we’ve made a mistake, then let us know. You can complain to us by either:
*Calls to our 03 numbers are charged at local rate from landlines and mobiles.
Your complaint will be acknowledged within 5 working days of receipt and we will look to communicate with you using your chosen method (by letter, email or telephone).
We have 8 weeks in which to resolve your complaint, however, we aim to conclude our investigation and send out a final response by week 4. If we are unable to do so (if we are awaiting information, for example), we will keep you updated with our progress throughout. In any case, our final response will be issued by week 8.
If we are unable to provide you with a final response within the 8 week time frame, we will write to you explaining why and advise you when can expect a final response. Our deadline can be extended if we are awaiting further documents or information from you or a third party, but we will always inform you and keep you updated if this is the case.
Should you feel that your complaint has not been resolved satisfactorily through our complaints procedure, in certain circumstances you may refer the matter to the Financial Ombudsman Service. Full details will be provided in our Final Response. The Financial Ombudsman Service expects complaints to be made to them within six months of your final response from our firm. The Financial Ombudsman Service will usually only consider a complaint about the service provided by Mortimer Clarke Solicitors if our internal complaints procedure has been exhausted. The contact details are:
Financial Ombudsman Service
Tel: 0300 1239 123
Please be advised that the Financial Ombudsman Service is not able to investigate every complaint that it receives, as the issue may not be within its jurisdiction.
Alternatively, we are a member of the Credit Services Association (CSA), who can also act as a mediator.
Their contact details are:
Credit Services Association Ltd
2 Esh Plaza
Sir Bobby Robson Way
Newcastle Upon Tyne
Tel: 0191 21 7 0775