We are committed to deal fairly, properly and responsibly with anyone wishing to make a complaint. We will ensure that:
- There are no unreasonable barriers to do so.
- That your complaint is dealt with promptly and treated seriously.
- We will deal with your complaint in a manner that is fair and consistent.
- We will learn from any mistakes that we make and put in place processes to prevent recurrence.
To make a complaint you can contact us by:
Post: Risk and Compliance team, drydensfairfax solicitors, 4th Floor, Fairfax House, Merrion Street, Leeds, LS2 8BX
Telephone: +44 (0)113 368 8703
We are members of the Credit Services Assocation (CSA) and abide by their Code of Practice. We are a solicitors practice authorised and regulated in England & Wales by the Solicitors Regulation Authority and the Financial Conduct Authority for accounts formed under the Consumer Credit Act 1974 (amended 2006).
If you are a client you can request a copy of our complaints procedure which sets out the process we shall follow. If at the end of that process you still remain dissatisfied you may be entitled to contact The Legal Ombudsman within six months of receiving our final written decision on your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it) by contacting: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ. www.legalombudsman.org.uk. Email firstname.lastname@example.org. Telephone 0300 555 0333.
If you are a customer you may have the right to refer your complaint to the Financial Ombudsman Service. However, you must do so within six months of our final letter. We will enclose a leaflet with our final response which provides further information. Their contact details are: Financial Ombudsman Service, Exchange Tower, London, E14 9SR. www.financialombudsman.org.uk. Telephone 0300 123 9123.
Additionally, as a law firm regulated by the Solicitors Regulation Authority (SRA), if you were ever dissatisfied with our complaint response you could refer this directly to the Regulator, their address being The Cube, 199 Wharfside, Birmingham, B1 1RN.
As a law firm regulated by the Financial Conduct Authority (FCA) we are required to report the number of regulated customer complaints that we receive every six months. Click here to view the results for the period of 1 October 2019 to 31 March 2020.CCA Complaints Procedure Non CCA Complaints Procedure