Customer service is at the very heart of what we do but we understand that sometimes things don’t go to plan. If you are unhappy in anyway about the service you have received from us then please do let us know and give us the chance to put things right.
The formal complaints procedure and your rights can be found at the Ministry of Justice website:-www.gov.uk/complain-about-claims-company
If your complaint relates to one of our panel solicitors then you should complain direct to the firm in question and they will deal with your complaint under their own procedures. If you are unsure which solicitor is dealing with your case then by all means forward your complaint to us and we will pass it on on your behalf and let you know who we have passed it to.
You should give the solicitor a chance to answer your complaint at first instance but If you don’t get a satisfactory response then you can refer the matter onto the Legal Ombudsman:-
If your complaint relates to Mercury Legal Online then first and foremost we apologise. We do value all feedback we receive, good or bad, and we use the same to improve the service we provide. If you do need to make a complaint then:-
You can do so by writing to us, emailing us or calling us.
We will acknowledge your complaint as soon as is possible and within five working days in any event. When we acknowledge the complaint we will have you full details of the person investigating your complaint along with their contact details and an explanation as to what will happen next.
Within 28 days of receiving your complaint we will send you either a full and final response or an explanation as why we are not in a position to do so along with a time frame for completion of our investigation.
If you are not happy with our response or the way that your complaint has been dealt with then you may refer the matter to the Legal Ombudsman. Full details are above.
It is important that you make us aware of any problems as soon as you possibly can so that we can investigate the difficulties immediately. If your complaint relates to an incident or incidents that you were aware of more than six months ago then we may not be able to investigate due to the passage of time but we will try our best. We will inform you if this is the case.