Complaints Procedure and Handling
Our Commitment to Fairness and Resolving Complaints
At TCLS LLP, we believe in fairness, honesty, and providing excellent service. We always aim to do the right thing for our customers and clients. However, if something goes wrong, we are committed to fixing the problem as quickly and fairly as possible.
How to Make a Complaint
If you are unhappy with our service, you can make a complaint by:
Writing to us at:
Town and Country Legal Services LLP
First Floor, Quadrant House
47-65 Croydon Road
Caterham, Surrey, CR3 6PB
Emailing us at: complaints@tclsllp.com
We accept complaints in any way that is easiest for you, whether by letter, email, or another method.
How We Handle Complaints
Listening to Your Concern – We will look at what went wrong and why.
Finding a Solution Quickly – We aim to sort things out within 3 working days.
Keeping You Informed – We will clearly explain our decision and send you a written summary. If you're happy with the outcome, we will confirm the resolution in writing.
What Happens If We Can’t Resolve It in 3 Days?
If we need more time, we will escalate your complaint to a senior manager or partner to review.
We will keep you updated and aim to provide a final response within 8 weeks.
If You Are Not Satisfied
If you are unhappy with our final response, or if 8 weeks have passed and we have not resolved your complaint, you have the right to refer it to the Financial Ombudsman Service (FOS).
You must do this within 6 months of our final response.
Contact details for the Financial Ombudsman Service:
Address: Exchange Tower, London E14 9SR
Email: complaint.info@financial-ombudsman.org.uk
Telephone: 0800 023 4 567 / 0300 123 9 123
We are committed to treating all complaints fairly and ensuring the best possible outcome for our clients and customers.