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Complaints Policy

If you are not happy with the service received, you are entitled to complain. All complaints should be addressed to Dean Talbot, director of, either by email to, or by letter, to Small Claims Assistance, PO Box 2243, Gloucester, GL3 9ET.

Your complaint will be acknowledged in writing within two working days of receipt.

Your complaint will be fully investigated, and a detailed response will be sent to you within 21 days. As part of the investigation, we may need to contact you for further information which may be by telephone, email, or letter.

If you are not satisfied with the outcome of your complaint, or if your complaint is not resolved within 8 weeks, you may complain to the Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ ( You must do this within 6 months of your having received a final response from us to your complaint.

If you are unhappy with our conduct during the course of dealing with your case, you may complain to The Chartered Institute of Legal Executives Regulation, Kempston Manor, Kempston, Bedford, MK42 7AB ( . You must do this within 12 months of the conduct of which you wish to complain. CILEx Regulation will investigate free of charge any allegations of misconduct made against members of CILEx. Complaints of this type must be made within 12 months of the event giving rise to the complaint, or within 12 months of the complainant having knowledge of the events, whichever is the greater.

Under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015, I am obliged to notify you that if you so choose, you may use Alternative Dispute Resolution to resolve your complaint. Alternative dispute resolution bodies, such as Small Claims Mediation ( exist which are competent to deal with complaints about legal services should both you and I wish to use such a scheme.

I agree to use Small Claims Mediation, and the timescale for contacting them is twelve months.

Dean V. Talbot F.C.I.L.Ex

Small Claims Assistance, PO Box 2243, Gloucester, GL3 9ET