Who to contact

Below is a quick reference of relevant contact details to help you.

Update on your case

Contact: Case Manager
Phone: Found on our recent letter to you
Email: Found on our recent letter to you

Complaints

Contact: Timothy Allen (Compliance & Client Care Partner)
Phone: 01695 712 455
Email: compliance@scottrees.co.uk

  • Personal injury specialists
  • Stress-free service
  • No win, no fee

Providing the best service possible

We want to provide every client with the best service possible and we care deeply about this. To accomplish this we need to hear back from you. Whether your feedback is positive or negative, we want to hear your honest opinion on what we are doing right and what we are doing wrong. We can use your feedback to improve and maintain the services that we provide for all current and future clients.

Update on your case

If you need an update on your case then your first port of call is to speak with your case handler. You can call them or message them by email and their contact details can be found on any documentation that they have previously sent you. If they are not available a team member should assist you, or you can ask to speak to the Team Manager.

Resolving issues and making a complaint

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. You can call them or message them by email and their contact details can be found on any documentation that they have previously sent to you. If they are not available a team member should be able to assist you or you should ask to speak to the Team Manager. If you would like to make a formal complaint, then you should contact our Compliance team, and can email our Compliance Partner, Timothy Allen or his assistant Gail Pugh on compliance@scottrees.co.uk, who will investigate it for you. You can read our full complaints procedure here. 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 under the Scheme rules 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 9am to 5pm
Email: enquiries@legalombudsman.org.uk
Address: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

The Solicitors Regulation Authority can help you if you are concerned about our behaviour. 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.
You can raise your concerns Solicitors Regulation Authority.

If you have any such concerns please contact Compliance Partner, Timothy Allen and he will investigate them for you.

Awards, Accreditations & Associations

Scott Rees & Co has an outstanding record for providing excellent client care and customer experiences. Here are some awards and accreditations to show that we meet the high standards of the industry.

You can read more about our awards and accreditations here.