Issues & Complaints

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.

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.

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.

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 one year from the date of act/omission; or
• No more than one year 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.