Legal Link UK Complaints Procedure

We recognise things can go wrong from time to time. You can complain to Legal Link UK about any aspect of our service. This might be the attitude of our staff, the quality of our service or delays in receiving information or a response from us.

If you have a complaint about the service or advice you have received from your solicitor, you should complain directly to them or to the firm they work for.

How to complain You can make a complaint:

• in writing
• by fax
• by email
• by phone
• in person

When you make a complaint, please tell us:

• what went wrong
• when it happened
• who you dealt with
• how you would like it settled

How we will handle your complaint

We will always acknowledge your complaint within two days. We will:

• tell you the name of the person handling your complaint and how to contact them
• look thoroughly into your complaint
• resolve your complaint within 28 days - we will let you know if there is likely to be a delay, explain why and tell you when we expect to resolve it
• tell you who to contact if you are still unhappy

If we uphold your complaint, we will apologise, explain what went wrong and how we will prevent it from happening again.

We will always respect your right to confidentiality and not treat you any differently for complaining.