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We acknowledge that we may not always get it right so if something has gone wrong, we need you to tell us.
We have set out some useful information below, including how to make a complaint, and what you can expect to happen next.
This is the process 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 in writing (letter or email) or by phone.
You can email us at: Customer.CareTeam@TLT.com
Or you can write to: TLT LLP, One Redcliff Street, Bristol, BS1 6TP.
If you wish to discuss your complaint by phone, please use the number included in any email, letter or text that we have sent you.
To help us to understand your complaint, and in order that we do not miss anything, please tell us:
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Your full name and contact details
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What you think we have got wrong
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How you would like your complaint to be resolved
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Your file reference (if you have it)
Timescales
We will aim to resolve your complaint as quickly as possible and will acknowledge your concerns in writing within 3 business days. This letter will explain what will happen next and when you can expect to hear from us again. Once we've completed our investigation, we will send you a full written response. You will receive this 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. They will respond to you directly and in line with their own internal complaints policy.
We will still acknowledge your complaint in writing and confirm that your complaint has been forwarded to our client.
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 you are unhappy with the outcome of your complaint then you may have a right to take it further.
The details of who you can refer your complaint on to will depend on where your property is located.
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
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
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.