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Customer complaint handling procedure

This is our customer complaints policy. This is the policy we will follow if you are a customer of one of our lender clients. If you are a client of TLT please read our Client complaints policy.

How to make a complaint

If you are a customer of one of our lender clients and you are unhappy with the way in which TLT has acted, please contact us by e-mail or in writing using the contact details provided at the top of our last letter quoting our reference number. Alternatively, you can also contact us by telephone, again using the details provided at the top of our last letter.

Timescales

It is TLT's policy to deal with all complaints promptly, competently, reasonably and fairly. We will investigate all complaints fully and impartially, taking into account all relevant factors.

We aim to resolve customer concerns and problems as quickly as possible but will acknowledge your concerns in writing within by the end of the next business day. This will explain what will happen next and when you can expect to hear from us again. When we've completed our investigation, we'll send you a full written response within 8 weeks.

Complaints against a client of TLT

If all or part of your complaint relates to the service provided by our client, we will provide them with your concerns by the end of the next business day and they will respond to you directly and in line with their internal complaints policy.

We will also acknowledge your complaint in writing by the end of the next business day and our letter will advise that your complaint has been forwarded to our client to enable them to respond directly.

If you wish to discuss your complaint in relation to the service provided by our client, you will need to contact them directly.

Failure to resolve complaints

If a complaint has not been resolved to your satisfaction then you may have a right to take it further.

If legal action has been brought against you by TLT LLP (England & Wales), please refer to the section below titled 'England and Wales' for further information.

If legal action has been brought against you by TLT NI LLP (Northern Ireland), please refer to the section titled 'Northern Ireland' for further information.

If legal action has been brought against you by TLT LLP (Scotland), please refer to the section titled 'Scotland' for further information.

England and Wales

TLT (England & Wales) is regulated by the Solicitors Regulation Authority. If the complaint relates exclusively to our SRA regulated work then you should check whether the Solicitors Regulation Authority will consider your complaint further. The relevant contact details will be set out in our final resolution letter but appear again below:

Solicitors Regulation Authority contact details

The Solicitors Regulation Authority
The Cube
19 Wharfside Street
Birmingham
B1 1RN

Email: report@sra.org.uk

Tel: 03706 062 555

TLT is also regulated by the Financial Conduct Authority to carry out certain activities. If the complaint relates to our FCA regulated work, you may also wish to contact the Financial Ombudsman Service to enquire if they will also consider your complaint.

The relevant contact details will be set out in the final resolution letter but appear again below:

Financial Ombudsman contact details

Financial Ombudsman
Exchange Tower
London
E14 9SR

Email: complaint.info@financial-ombudsman.org.uk

Tel: 0800 023 4567

Website: https://financial-ombudsman.org.uk/

If you decide to refer your complaint to the Financial Ombudsman Service then you must do so within six months of the date of our final resolution letter, as they may not consider a complaint made after this time.

Northern Ireland

TLT NI are regulated by The Law Society of Northern Ireland. As you are not a client of the firm, you should check whether The Law Society of Northern Ireland will consider your complaint further. The relevant contact details will be set out in the final resolution letter but appear again below:.

Law Society of Northern Ireland contact details

The Law Society of Northern Ireland
96 Victoria Street
Belfast
BT1 3GN

Tel: 028 9023 1614

TLT is also regulated by the Financial Conduct Authority to carry out certain activities.  If your complaint also relates to our FCA regulated work, you may also wish to contact the Financial Ombudsman Service to enquire if they will also consider your complaint.

The relevant contact details will be set out in the final resolution letter but appear again below:

Financial Ombudsman contact details

Financial Ombudsman
Exchange Tower
London
E14 9SR

Email: complaint.info@financial-ombudsman.org.uk

Tel: 0800 023 4567

Website: https://financial-ombudsman.org.uk/

If you decide to refer your complaint to the Financial Ombudsman Service then you must do so within six months of the date of our final resolution letter, as they may not consider a complaint made after this time.

Scotland

TLT LLP (Scotland) are regulated by The Law Society of Scotland. Clients of the firm are entitled to complain to the Scottish Legal Complaints Commission. As you are not a client of the firm, you should check whether the Scottish Legal Complaints Commission will consider your complaint further. The relevant contact details will be set out in the final resolution letter but appear again below:

Scottish Legal Complaints Commission contact details

Scottish Legal Complaints Commission
The Stamp Office
10-14 Waterloo Place
Edinburgh
EH1 3EG

Email: enquiries@scottishlegalcomplaints.org.uk

Tel: 0131 201 2130

TLT is also regulated by the Financial Conduct Authority to carry out certain activities.  If the complaint also relates to our FCA regulated work, you may also wish to contact the Financial Ombudsman Service to enquire if they will also consider your complaint.

The relevant contact details will be set out in the final resolution letter but appear again below:

Financial Ombudsman contact details

Financial Ombudsman
Exchange Tower
London
E14 9SR

Email: complaint.info@financial-ombudsman.org.uk

Tel: 0800 023 4567

Website: https://financial-ombudsman.org.uk/

If you decide to refer your complaint to the Financial Ombudsman Service then you must do so within six months of the date of our final resolution letter, as they may not consider a complaint made after this time.