5.1 If you are not happy with any aspect of service provided by the Company, you should first of all contact our Customer Services Department on 0333 600 1000 where we will endeavour to address your concern.

5.2 If you wish to make a formal complaint about any aspect of service provided by the Company please write to our Customer Services Department at the address shown below or email We will acknowledge your letter or email within 5 working days of receipt and then investigate the circumstances of your complaint and write to you with the results of the investigation within a further 28 days.

5.3 If you disagree with results of the investigation by the Company, you can contact the Institute of Paralegals who may consider your complaint further. Please note that you MUST raise your complaint with the Company before you approach the IOP with any issues you may have.

These complaints’ procedures do not prevent you from seeking other means of redress