Customer Complaints

TM Legal are committed to providing a professional service to our clients and their customers. Any form of dissatisfaction with the way TM Legal has handled your case will be taken seriously and we will investigate your concerns and try to achieve a speedy resolution.

Whilst we are confident that there will be no cause to complain, we do recognise that sometimes you may feel dissatisfied with the way in which you have been dealt with as a result of our doing something or failing to do something.

Litigation dispute and disputes on liability

We do not consider matters such as disputes about liability or limitation or the litigation process in general to be considered as complaints and as such we would expect that this to be addressed during the ordinary course of dealing with our client’s instructions.

If you are a client, please refer to the information provided on our Complaints page.

Making a complaint

A Complaint can be made by:

Sending an email to: complaints@tm-legalservices.co.uk

Sending a letter to our Complaints Department at: PO Box 123, Blyth, NE24 4RP

Calling: 01253 531 564

Timescales

We will send you an acknowledgement within five days of receiving your complaint.

We will then investigate your complaint and a written response will be provided to you within four weeks of receiving your complaint. If further time is needed, we will write to you to let you know. In all cases, we will endeavour to respond within a short a timescale as the circumstances allow.

As set out above, in most cases, we aim to respond to complaints either informally or in writing within a relatively short timescale. We aim to resolve your complaint as quickly as possible and in any event within eight weeks from the date of receipt. If for any reason we are unable to do this, we will send you updates and let you know when you should expect a response.

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.

If you remain dissatisfied with our responses, you can refer to the Solicitors Regulation Authority (SRA) only in circumstances where your complaint relates to our conduct.

Visit www.sra.org.uk/consumers to see how you can raise your concerns with the SRA.