Our complaints policy

Legally Yours wish to make sure you have an excellent customer experience, and it is important to us to know when you feel you have not received the level of service you should, or a product does not meet your expectations. We value your feedback and subsequently, we have an internal complaint procedure, which allows us to resolve customer complaints. We use the information that you provide to better understand your complaint and manage it. We also evaluate the feedback you give to enable us to make your experience a better one.

The Legally Yours Complaint Process

• When we receive a complaint, we aim to resolve the matter quickly and satisfactorily by the end of the next business day.
• If the matter is more complex or we need more information, we will acknowledge your complaint in writing and let you know what further information we need to complete our investigations.
• We aim to resolve most of the complaints and provide you with a final response within 5 working days and in any event not more than 8 weeks.
• In the unlikely event the complaint is not resolved within 8 weeks we will contact you to explain why the process has been extended.

If you are not satisfied with our final response, or if 8 weeks has passed since you first let us know about your complaint, then you may refer your complaint to the Financial Ombudsman Service who provides an independent review service for unresolved complaints that is free to customers.

You can contact us using the information provided below: –

Telephone:   0330 366 1170
Email:          complaints@legallyyours.co.uk
Web:            www.legallyyours.co.uk