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
Our phone lines are open to take your call.
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 [email protected], 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:
If you would like more information about the Legal Ombudsman, please contact them.
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.
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.