Complaints

This Complaints Procedure is for customers of our clients. We have a separate client complaints procedure which can be found here. We work hard to make sure every customer has a positive experience when working with us. If any issues arise during your dealings with us, please let us know as quickly as possible. Most problems can be resolved quickly by a Litigation Customer Consultant, so we suggest that you get in touch as soon as you realise there is an issue. If your concern can’t be resolved, then the matter will be referred to our Customer Care team.

If you think we’ve made a mistake, then please let us know, you can complain to us by:

• Calling us on 0333 121 4454 or
• Writing to Complaints, Mortimer Clarke Solicitors, PO Box 130, Blyth NE24 9FA or
• Emailing us at [email protected]

*Calls to our 03 numbers are charged at local rate from landlines and mobiles.

Your complaint will be acknowledged within 5 working days of receipt and we will look to communicate with you, whenever possible, by using your preferred method of contact.

We have 8 weeks in which to resolve your complaint, however we aim to conclude our investigation and send out a final response by week 4. If we are unable to do so (as we are awaiting information, for example), we will keep you updated with our progress throughout. In any case, our final response will be issued by week 8.

If we are unable to provide you with a final response within the 8 week time frame, we will write to you explaining why and advise you when you can expect a final response. Our deadline can be extended if we are awaiting further documents or information from you or a third party, but we will always inform you and keep you updated if this is the case.

Escalation process

Should you feel that your complaint has not been resolved satisfactorily through our complaint procedure, you have the right to refer the matter to the Financial Ombudsman Service free of charge – but you must do so within six months from the date of our Final Response letter.  If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances.  For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

For more information you can access the Financial Ombudsman Service’s website at www.financial-ombudsman.org.uk.

The Financial Ombudsman Service is not able to investigate every complaint that it receives, as the issue may not be within its jurisdiction.

Their contact details are: 

Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Tel:  0300 1239 123

Email: [email protected]

Alternatively, we are a member of the Credit Services Association (CSA) who can also act as a mediator.  Their contact details are: 

Credit Services Association Ltd, 2 Esh Plaza, Sir Bobby Robson Way, Great Park, Newcastle Upon Tyne, NE13 9BA

Tel:  0191 217 0775

Web: www.csa-uk.com

The Solicitors Regulation Authority can help if you are concerned about our behaviour.  Their website is www.sra.org.uk

Finally, you may wish to seek independent legal advice.