We are committed to delivering a high quality professional service to our clients. When something goes wrong we need you to tell us about it. This will help us improve our service. Our Complaints Procedure If you have a complaint please contact us and one of our Client Care Directors will deal with your complaint: complaints@tmslegal.co.uk Client Care Director, TMS Legal Solutions Limited, Regus House, George Curl Way, Southampton, SO18 2RZ What will happen next? We will telephone whenever possible but in any event we will, within 2 days of receiving your complaint: Write to you to acknowledge your complaint and ask you to confirm or explain the details as we understand them. Confirm who will deal with your complaint. Record your complaint in our central register. Open a file for your complaint. We will then start to investigate your complaint. This may involve one or more of the following steps: We may ask the member of staff who acted for you to reply to your complaint within five days. We may review their proposed reply and the information in your complaint file. We may then ask them for more information. In these circumstances you would receive a reply within eight days. At this stage, if you are still not satisfied, you can contact us again. We will then arrange to review our response to your complaint. One of our Client Care Directors will write to you within ten days confirming our final position. If you are still not satisfied, you can contact the Claims Management Regulator. If at any point we do not hear from you for a period of eight weeks we will regard the matter resolved and will close the complaint file. The Claims Management Regulator may be contacted as follows: Claims Management Regulator PO Box 7824, Burton on Trent, Staffordshire, DE14 9DP info@claimsregulation.gov.uk Tel: 0845 4506858