Complaints

If you are unhappy or have any concerns then please contact us. We wish to resolve any queries quickly and satisfactorily.

Legal and Financial Solutions Ltd, customer relations is something that we strive to maintain and exceed. Any complaint received is taken very seriously and is dealt with professionally and courteously in accordance with our internal complaints procedure. This procedure is designed to resolve our clients' concerns quickly and efficiently.

Complaints procedure

In the first instant please contact:

Complaints Department
Legal and Financial Solutions Ltd,
SUITE 6 WARRANT HOUSE
HIGH STREET
ALTRINCHAM
CHESHIRE
UNITED KINGDOM
WA14 1PZ
Tel: 0845 194 8628

What happens next?

You will receive a written or electronic acknowledgment of your complaint within five business days of receipt.

Within four weeks of receiving the complaint;

We will send you either;

  • a. final response which adequately addresses the complaint.

  • b. a holding response which explains why we are not yet in a position to resolve the complaint and which will indicate when we will make further contact with you.

Within eight weeks of receiving the complaint;

We will send you either;

  • a. a final response which adequately addresses the complaint.

  • b. a holding response which explains why we are still not in a position to make a final response, give reasons for the further delay and inform you that you may refer the handling of the complaint to the Claims Management Regulator if you are dissatisfied with the delay.

The outcome

Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress.

If we do not hear from you within 14 days of receiving our final response we will assume that your complaint has been resolved.

What to do if you are not satisfied with our response.

If you are not satisfied with our response or if a complaint is not resolved after eight weeks, you may refer the complaint to:

Claims Management Regulator
57 - 60 High Street, Burton On Trent, Stafforshire, DE14 1JS
consumer@claimsregulation.gov.uk

Tel: 0845 450 6858

The Regulator will only intervene once all steps of the company's 'in house' complaints procedure have been followed. The Regulator can review the handling of the complaint and give a direction on further handling of the complaint. However, the Regulator cannot determine a complaint or award compensation.

We reserve the right not to consider a complaint which is more than six months old. We will confirm to you in writing whether a complaint has been made outside the time limit.

  • No upfront costs.

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