At Thomas Bradley & Co, we put our clients at the centre of all that we do. As such, we aim to provide absolute satisfaction to our clients with the services they engage us to carry out. However, we appreciate that occasionally clients may not receive the level of service that they would expect. It is for that reason that we encourage those clients to reach out to us in order that we may attempt to rectify the issue in hand and also help us learn from those experiences as part of our commitment to provide consistently high service standards. Consequently, we promise to treat any such concerns seriously and also ensure there are no barriers to clients making a complaint should they feel it necessary to do so. This is why we have formulated an easy-to-follow complaints procedure which is detailed below.

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Section 1 - How to contact us

Email: clientcare@thomasbradleylegal.co.uk

Phone: 0330 390 9200 Calls may be monitored and/or recorded to protect both you and us and help with our training.

Post: Client Care Team, Thomas Bradley & Co, Jacobean House, Glebe Street, East Kilbride G74 4LY We are open from 9am to 5pm Monday to Friday.

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Section 2 - If I have a complaint, what should I do?

If you feel our service does not meet your expectations, we follow a strict procedure for dealing with your complaint. We will do our best to address your concerns quickly and fairly. In the first instance, please call our Client Care Team (option 1) or using any one of the methods detailed in section 1 above.

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Section 3 – When contacting us, it will help us if you can... Provide your postcode

State the nature of your complaint clearly and include relevant dates. If asked to do so in support of your query, send copies of relevant documents or refer us to any such documents that we may have prepared for you.

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Section 4 - How we will deal with your complaint

We will always acknowledge your complaint within 7 working days of receipt. If we can resolve your complaint immediately then we will do so. Our Client Care Team will advise you when acknowledging receipt of your complaint of the steps that will be taken to resolve your complaint and the timescale for this. If we cannot resolve your complaint immediately, when acknowledging receipt of it, we will confirm that you will hear from us within 4 weeks. We will tell you who is dealing with your complaint so contacting us is easier. That person will review your complaint and address the issues you raise. They will provided details of how they intend to remedy anything that is required as a result of your complaint. They will ask you to confirm that you are happy with the outcome and if so that you are then satisfied your complaint has been handled satisfactorily.

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Section 5 - What to do if you are still not happy with the outcome

If you are not satisfied with our response to your complaint, or we do not resolve your complaint within 8 weeks, you may then take the matter further by contacting: The Legal Ombudsman, Edward House, Quay Place, Birmingham B1 2RA Telephone: 0300 555 033 Website: www.legalombudsman.org.uk