This is our Scotland client complaints policy. This is the policy we will follow if you are a client of TLT. If you are a customer of one of our lender clients, please follow the link to our Customer complaint handling procedure.

We are committed to providing a high-quality legal service.

We acknowledge that we may not always get it right so if something has gone wrong, including in relation to the bill, we need you to tell us.

How do I make a complaint?

You can contact us in writing (by letter or email) or by speaking with our client relations manager whose contact details are: John Paul Sheridan, johnpaul.sheridan@tlt.com

To help us to understand your complaint, and in order that we do not miss anything, please tell us:

• your full name and contact details
• what you think we have got wrong
• what you hope to achieve as a result of your complaint, and
• your file reference number (if you have it)

If you require any help in making your complaint we will try to assist.

How will you deal with my complaint?

We will record your complaint centrally.

We will write to you within two working days acknowledging your complaint, enclosing a copy of this policy.

We will investigate your complaint. This will usually involve:

• reviewing your complaint
• reviewing your file(s) and other relevant documents, and
• speaking with the person who dealt with your matter.     

We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.

We will update you on the progress of your complaint at appropriate times.

We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to do so. We will be happy to discuss the matter with you on the telephone.

We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. Where possible, we will aim to do this within 28 days of the date of our letter of acknowledgement.

What if I am not satisfied with the outcome?      

If you are unhappy with the outcome of our complaints handling procedure please first let us know and we will review the matter.

If you are still unhappy you can ask the Scottish Legal Complaints Commission (SLCC) to look into your complaint. You can contact the SLCC:

            Scottish Legal Complaints Commission

            The Stamp Office

            10 - 14 Waterloo Place

            EDINBURGH

            EH1 3EG        

            Phone: 0131 201 2130     

            Email:  enquiries@scottishlegalcomplaints.org.uk

The SLCC operates strict time limits for accepting complaints.  If the date from which you were first provided with a service in connection with that specific piece of legal work is on or after 1st April 2017, then you need to complain within three years after the date on which you were last provided with a service in connection with the specific piece of legal work about which you are complaining.  Otherwise, within one year after the date on which you were last provided with a service in connection with the specific piece of legal work about which you are complaining.  Further details are available on the SLCC website: www.scottishlegalcomplaints.org.uk .

If you have concerns about our behaviour then you can also lodge a complaint with the SLCC.

What will it cost?

We will not charge you for handling your complaint.

Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding.

The SLCC service is free of charge.