We are committed to providing a high-quality service. If you are unhappy with any aspect of our service, please let us know so we can address your concerns promptly and fairly.

1. How to Complain

Please contact us in writing or by email, setting out:

• Your name
• Your contact details
• The nature of your complaint
• How you would like the matter resolved

We will acknowledge your complaint within 7 days.

2. Investigation

We will review your file, speak to the relevant staff and provide a full written response within 8 weeks. If the matter is complex, we will update you and provide a revised timescale.

3. If You Remain Unsatisfied

You may refer your complaint to the Legal Ombudsman:

• Within 6 months of our final response
• And within 1 year of the issue occurring or becoming known

The Legal Ombudsman can be contacted at: Website: www.legalombudsman.org.uk Postal Address: Legal Ombudsman PO Box 6167 Slough SL1 0EH