Complaints
If we’ve got something wrong, we want to know. This page explains how to raise it, what happens next and how long it should take.
Why we publish this
A complaint is any expression of dissatisfaction about our service — how we handled a matter, a delay, a fee, the clarity of our advice or how we communicated. It doesn’t need to be in a particular form or use the word “complaint”, and we don’t charge for considering one.
How to raise it
Tell us in writing where you can, by email or post:
Talk Legal Limited
140 Cheetham Hill Road
Manchester M8 8PZ
Email: win@talklegal.net
Telephone: 0161 111 111
Please include:
- —your name and, if you have one, the matter reference;
- —what you believe went wrong, and when;
- —the effect it had on you or your case;
- —what you’d like us to do about it.
If writing is difficult, ring us and we’ll take the details down and read them back to you. You can ask someone else to raise it for you, with your written authority.
What happens next
- 1
We acknowledge it
Within five working days of receiving your complaint, we’ll confirm we have it, give you the name of the person dealing with it, and tell you when to expect a response.
- 2
We look at the file
Someone who wasn’t involved in the work you’re complaining about reviews the correspondence, the documents and what we told you. If we need anything from you, we’ll ask — and if we’ve got it wrong, we’ll say so.
- 3
We give you a written response
Within 28 days where reasonably possible. The response will set out what we’ve found, whether we accept the complaint, what we’re doing about it, and what you can do if you disagree. If we need longer, we’ll tell you why and give you a new date.
- 4
If you’re still unhappy
Tell us within 14 days of our response. A director will review the decision and write to you with our final position. We won’t simply repeat the first answer.
If you remain dissatisfied
Because Talk Legal isn’t an SRA-regulated firm, complaints about our own work won’t ordinarily fall within the Legal Ombudsman’s jurisdiction, and there’s no regulator to escalate to. That doesn’t leave you without options:
- —you can take independent legal advice about your position, including about the caps on our liability;
- —you can bring a claim in the courts, within the time limits that apply;
- —if the complaint is about an SRA-regulated solicitor, barrister or other authorised specialist you instructed on our recommendation, complain to their firm first — the Legal Ombudsman and their regulator may then be available;
- —if the complaint is about how we’ve handled your personal information, you can complain to the Information Commissioner’s Office at ico.org.uk.
Full detail on regulation, insurance and the protections you do and don’t have is on Regulation & Client Protection.
Things worth knowing
- —Complaining doesn’t pause any court, Tribunal or limitation deadline. Those remain yours unless we’ve accepted responsibility for them in writing.
- —We won’t end your instruction simply because you’ve complained, and we won’t charge you for the time spent handling the complaint.
- —We may ask you to clarify what you’re unhappy about, so we can answer the right question.
- —We may decline to correspond further where communication becomes abusive, and we may limit contact to writing where that helps resolve things.
This procedure sits alongside our Terms & Conditions. Where they differ on a particular matter, the written terms agreed for that matter take priority.
Want to talk it through first?
You don’t have to put a complaint in writing to start the conversation. Ring us, and we’ll take it from there.
Or email us at win@talklegal.net