Complaints Policy

1. We are committed to providing a high-quality legal service.
2. 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.
3. How do I make a complaint?
   • You can contact us in writing (by letter, fax or email)
   • 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 help you.

   3.1. In the first instance, it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues. If you do not feel able to discuss your concerns with them, please contact the person responsible for the overall supervision of your matter, who will be named in the client care letter we sent you at the beginning of your matter.

   3.2. If you do not feel able to raise your concerns with either of these people, or you are unsatisfied with their response, please contact The Complaints Department who has overall responsibility for complaints and whose contact details are:

   info@trfa.co.uk