How to complain

If you are unhappy about any aspect of the service you have received, or about the bill, please contact us by post to our Liverpool Office: 3rd Floor, Castle Chambers, Liverpool, L2 9SH. Or by telephone: 0151 329 2407. Or email: admin@tnlf.co.uk. We have a procedure in place which details how we handle complaints as follows.

Complaint Procedure

1. We will send you a letter or email depending on your preference, acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
2. We will investigate your complaint. This will normally involve passing your complaint to our Senior Solicitor and Managing Director Mr Junaid Rehman, who will review your matter file and speak to the member of our team who acted for you. 
3. Mr Rehman will then invite you to a meeting either in-person or remotely, to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.
4. Within three days of that meeting, Mr Rehman will write to you again by either post or email depending on your preference, to confirm what took place and any solutions he has agreed with you. 
5. If you do not want a meeting, or it is not possible, you will be sent a detailed reply to your complaint, including the suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another Senior member of our team who was not involved in the conduct of your case to review the decision.
7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
8. If you are still not satisfied with our handing of your complaint, you can contact the Legal Ombudsman to consider the complaint. Please see their details below:
   • By letter at: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
   • By telephone at: callers from UK: 0300 555 0333 / callers from overseas: +44 121 245 3050
   • By email at: enquiries@legalombudsman.org.uk 
   • The Legal Ombudsman may be prepared to investigate your complaint if you satisfy the relevant criteria, you must take your complaint to the Legal Ombudsman:
   • Within six months of receiving a final response from us 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 have reasonably known there was cause for complaint.
9. The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking/losing your money, or treating you unfairly because of your age, disability, or other protected characteristics under the Equality Act 2010. For more details, visit:

• https://www.sra.org.uk
• https://sra.org.uk/consumers/problems/report-solicitor.page

  If we have to change any of the timescales above, we will let you know and explain why.