Complaints Policy

MyReclaim is dedicated to providing a high quality standard of legal service to all of our clients at all times.

Nevertheless, if our service is not at our usual high standard, you can make a complaint by contacting us either in writing, by email or by telephone. All complaints will be taken seriously and will ultimately help us to improve our service.

If you have a complaint regarding the service provided by your solicitor, this should be made to the law firm for which they act, in accordance with that firm's own complaints procedure.

When making a complaint, please include the following:

  •   The subject of your complaint
  •   Who you think is responsible
  •   When the problem occurred
  •   Your preferred resolution to the matter

Upon receiving your complaint, we will formally acknowledge it within two working days. You will be informed of the contact details of the person who will be responsible for comprehensively investigating your complaint.

Your complaint should be resolved within 4 weeks. Should there be a delay, you will be informed of the reasons and when we anticipate resolving matters.

After 8 weeks, we will have fully addressed your complaint or if we are unable to do so we will direct you towards the Legal Ombudsman who can investigate the complaint on your behalf.

You will be informed of our final decision with detailed reasons in writing. If you are not happy with our reply or the way in which we have dealt with your complaint, you may refer the matter to the Legal Ombudsman.

If you want to refer the matter to the Legal Ombudsman then you must do so within 6 months of our final response to your complaint.

The Legal Ombudsman can be contacted at:

Legal Ombudsman
PO Box 6804
Tel: 0300 555 0333

Any complaints made to MyReclaim should be sent to:

Caroline House
115-125 Bradshawgate

Phone: 0161 791 5566

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