Complaints

TM Legal make every effort to provide the best possible service to our customers. However, we might not always get it right. Should this happen, please let us know so that we can make things right as promptly as possible.

• Let you know how to complain
• Deal with your complaint as promptly as possible
• Give your complaint the attention it requires
• Ensure you are satisfied with the outcome

How To Complain

If you would like to make a complaint via phone, please call us on 01253 531 564. We will listen to your concern and attempt to resolve it as quickly as possible. Please note, calls are charged at standard national rate.

If you would like to make a complaint via email you can send it to complaints@tm-legalservices.co.uk

Alternatively, you can send your concerns to us via post:

Customer Complaints
PO Box 123,
Blyth,
NE24 4RP

Handling Your Complaint

We will do all we can to resolve your complaint as soon as possible. If we are not in a position to resolve your complaint within 5 working days, we will send you an acknowledgement. We may call you for further details to help us with our investigations.

As soon as your complaint has been investigated, we will issue our ‘final response’ which will provide our findings and decision.

Complaint Investigation

So that we are able to investigate your complaint quickly and thoroughly, please include the following:

• Your contact details and agreement number (if known)
• A summary of your complaint
• Names and dates of the people you’ve spoken to
• How you would like us to make things right

Authorised 3rd Party

If you would like us to deal with a third-party representative about your complaint, such as a member of your family, friend, a debt collection organisation or solicitor, we will providing you have given us the appropriate authorisation beforehand.

Making a complaint will not affect how we handle your case.

What to do if we cannot resolve your 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 9.00 to 17.00.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

TM Legal is a member of the Credit Services Association (CSA) and we subscribe to their Code of Practice. If you believe we have breached this code at any point, you can contact them to log your concerns. A copy of the code, including details of how you may refer your complaint to the CSA, is available on their website www.csa-uk.com.

What to do if you are unhappy with our conduct

The Solicitors Regulation Authority can help if you are concerned about our conduct. 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.