We are committed to a high standard of advice and client care. We hope you will never need to complain, but we know we will not always get everything right. If you are unhappy with any part of the service from Sorla or from the regulated law firm acting on your case, please tell us so we can look into it.
Raise it first
Most concerns are resolved quickest by speaking to the person handling your case. If you are unhappy with any aspect of the service, or with a bill, please raise it with them in the first instance.
How to escalate
If you would rather not raise it with the person handling your case, or you feel your complaint has not been resolved properly, you can contact our client care manager at any time at complaints@sorla.co.uk. Your complaint will be handled fairly and in confidence. We will acknowledge it within two working days of receiving it and aim to give you a full response as quickly as possible, and in any event within eight weeks.
What to include
To help us look into things quickly, please tell us:
- enough information for us to identify you and your case;
- what has gone wrong; and, if you can,
- what you would like us to do to put it right. We cannot always promise to do exactly that, but it often helps us resolve things much faster if we know.
About bills
Sorla and the regulated law firm act on a no win, no fee basis. As long as you keep to the agreement you signed, you will not receive a bill, so there is nothing to pay and nothing to dispute. The full terms are always set out before you sign.
If we cannot resolve it: the Legal Ombudsman
If you are not satisfied with our final response, you can ask the Legal Ombudsman to look at your complaint independently. This will not affect how we handle your case. The Legal Ombudsman expects you to give us the chance to resolve things first. You normally need to contact them within six months of our final response, and no more than one year from the act or omission you are complaining about (or from when you should reasonably have known there was a problem).
Legal Ombudsman
Phone: 0300 555 0333 (9am to 5pm, Monday to Friday)
Email: enquiries@legalombudsman.org.uk
Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
If you are concerned about our conduct
The Solicitors Regulation Authority can help if you are concerned about the conduct of the regulated law firm, for example dishonesty, mishandling your money, or treating you unfairly because of your age, a disability or another protected characteristic. You can raise your concerns at sra.org.uk.
This is a template. Specific details, including the registered office address, the client care manager and the regulated law firm’s SRA number, will be completed before launch.
See what your history shows
A careful, read-only check of your lending history. Nothing upfront, and an honest answer either way.