It is important to us that you receive a high level of service, but we are aware sometimes things can go wrong, and if they do, we will address any issues raised as soon as possible.

When this happens, please contact us and let us know and we will ensure that we fully investigate your complaint and do everything we can to put things right for you.

We operate a three stage complaints handling procedure. 

In the first instance, we ask that you discuss any issues with the case handler working on your case and we will do our utmost to resolve any issues you have. Upon receipt of your complaint, the case handler will acknowledge your complaint within one business day and enclose a copy of our complaints policy. We aim to resolve level one complaints within three business days, however in some cases, particularly if your complaint is of a complex nature, this may not be possible. If this is not possible for any reason you will be informed of the delay, the likely length of the delay and the reasons for it. At the conclusion of the level one complaint, regardless of the outcome, we will provide you with full details of our investigation, our conclusions and any action taken as a result. You will be reminded of your right to appeal our decision and escalate the complaint to level two.

If you are not satisfied with the resolution of your complaint at level one, you may request that the complaint be escalated to level two where your complaint will be handled by a supervisor. Receipt of an escalation will be acknowledged within one business day with details of the supervisor investigating your complaint. We aim to resolve level two complaints within seven business days however in some cases, particularly if your complaint is of a complex nature, this may not be possible. If this is not possible for any reason you will be informed of the delay, the likely length of the delay and the reasons for it. At the conclusion of the level two complaint, regardless of the outcome, we will provide you with full details of our investigation, our conclusions and any action taken as a result. You will be reminded of your right to appeal our decision and escalate the complaint to level three.

If you are not satisfied with the resolution of your complaint at level two, you may request that the complaint be escalated to our final stage level three where your complaint will be handled by the Client Relations Manager. Our client Relations Manager is Wendy Durie who can be reached by email on This email address is being protected from spambots. You need JavaScript enabled to view it. Receipt of an escalation to our final stage will be acknowledged within one business day. We aim to resolve level three complaints within twenty-eight business days however in some cases particularly if your complaint is of a complex nature, this may not be possible. If this is not possible for any reason you will be informed of the delay, the likely length of the delay and the reasons for it. At the conclusion of the level three complaint, regardless of the outcome, we will provide you with full details of our investigation, our conclusions and any action taken as a result. Our decision at this stage is final, however you have the right to appeal to the Scottish Legal Complaints Commission (SLCC)

Complaints / Right to appeal

If you are still dissatisfied with our final response to your complaint, you have the right to complain to the SLCC.

Website:      Scottish Legal Complaints Commission

Email:          This email address is being protected from spambots. You need JavaScript enabled to view it.

Phone:         0131 201 2130

Post:            12-13 St Andrew Square, Edinburgh, EH2 2AF

Please note there are specific time limits as to when the SLCC can accept complaints. Please check their website Time limits | Scottish Legal Complaints Commission