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How To Complain

Trinity Place Legal Services is committed to providing an outstanding legal and public service. However, this may not be the case every time, so we would like to know when our process wasn't up to expectation so we can revise and improve upon it.

We can then make our process better with the information we receive by telling our team directly.


How to make a complaint

There are a few ways of letting us know


Some information we will need to look into our complaint:

  • Your contact details, including full name, address, postcode, phone number and email address (if you have one);
  • Your contact preference – please let us know how you want us to contact you regarding your complaint;
  • Your claim number. This will help us find your records;
  • Details of what went wrong, in as much detail as you can. If you know the dates of your interactions with us, or key events which are relevant to your complaint, please include these in your complaint.

We have eight weeks to consider your complaint. You will not be charged for our time spent dealing with a complaint internally. If we have not resolved your complaint within this time you may complain to the Legal Omudsman.

Again, if you are not satisfied with our handling of your complaint, you can ask the Legal Ombudsman to consider the complaint. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within a year of the act or omission about which you are complaining occurring (or you becoming aware of it).

The Legal Ombudsman can be contacted at enquiries@legalombudsman.org.uk, or PO Box 6167, Slough SL1 0EH, or by calling 0300 555 0333.

Ordinarily a complainant must also refer a complaint to the Legal Ombudsman within one year from the act or omission or one year from when the complainant should reasonably have known there was a cause for complaint without taking advice from a third party.