When can you tell us about your complaint?
If you have a problem with your claims management company – for example, if you received poor service when you made a PPI claim or a personal injury claim – then we’d like to hear from you as soon as possible.
We can only help you to resolve the problem with your claims management company once certain criteria, outlined below, have been met.
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Once you have made a complaint to your service provider, they have up to eight weeks to respond. If you aren’t happy with their final response, or they haven’t responded within eight weeks, you can then ask us to look at it.
Before you tell us about your complaint, please answer the questions below to check if we can help. There are, however, some situations which these quick questions may not include, so if after answering the questions, you still think that you meet our guidelines, please tell us more about your complaint by completing our complaint form below.
Before we can help with your complaint, you will need to:
already have complained to the provider, use this handy template to complain to your provider; know the date that the problem happened and the dates that you made the complaint; have the complaint letter and service provider’s final response available to send us; provide us with your email address and other contact information.
If you are unhappy with a service you’ve received from a claims management company you can make a complaint to the Legal Ombudsman; simply phone us on the following number or download and complete the complaint form.
The guidelines that decide whether we can help you are set out above and in our FAQs. If we cannot help, there are other organisations that might be able to help you.
How do we resolve complaints?
Every complaint we receive goes through a process that ensures it is dealt with in a fair and consistent way.
The three steps below tell you more about what happens after you tell us about your complaint.
Important things to know about how we handle your information
- All calls to the Legal Ombudsman may be recorded and used for training and monitoring purposes
- All paper documents sent to us by post are shredded so please only send copies and keep the originals for yourself.
- We may share your information with other third parties such as approved regulators and for research purposes
- The Legal Ombudsman will share information provided by you with others who are directly involved in the investigation of your complaint, on a confidential basis, including the lawyer or law firm involved and regulators, such as the Solicitors Regulation Authority or Bar Standards Board.
- Information provided to you by the Legal Ombudsman during the investigation of your complaint should be treated as confidential and not passed on to anyone else.
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