Complaints Policy

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.

The Solicitors Regulation Authority can help you if you are concerned about our behavior. This could be for things like dishonesty, treating you unfairly because of your age, a disability or other characteristic.

You can raise your concerns with the Solicitors Regulation Authority (SRA).

To lodge a complaint with IMS Law you must contact us in writing providing full details.

To help us to fully understand your complaint, please write to us with:

• Your full name and contact details
• What you think we have got wrong
• What you hope to achieve as a result of your complaint
• Your file reference number (if you have it)

On receipt of your written complaint we will either call you back to discuss further, or respond in writing. With all complaints we will look to resolve matters to your satisfaction. Making a complaint will not affect how we handle your case.

All complaints should be sent to:

IMS Law
89 Corporation Street
St Helens
Merseyside
WA10 1SX

Alternatively, they can be sent by email to imacdonald@imslaw.co.uk or enq@imslaw.co.uk

How we deal with complaints

At IMS Law we record complaints centrally.

We respond to all complaints received within 7 working days.

When we investigate a complaint we:

• Review the complaint
• Review the file(s) and other relevant documents
• Speak with the person who dealt with your matter

We may also need to ask you for further information or documents. If so, we will ask for them to be provided within a specific period of time.

If appropriate a face-to-face meeting with also take place to discuss the complaint further.

A the end of the investigation actions and proposed resolution to the complaint will be sent in writing. Where possible, we aim to do this within 21 days of the complaint being received.

If you are not satisfied with the outcome

If you are unhappy with the outcome of a complaint at IMS Law please first let us know and we will review the matter.

If you are still unhappy, you can ask the Legal Ombudsman to look into your complaint.

You can contact the Legal Ombudsman:

• ​By post at PO Box 6806, Wolverhampton, WV1 9WJ
• By telephone on 0300 555 0333
• By email at enquiries@legalombudsman.org.uk

Complaints to the Legal Ombudsman must take place within six months of our final written response to your complaint  and within six years of the act or omission about which you are complaining (or within three years of you becoming aware of it). Further details are available on the Legal Ombudsman website.