It is our custom and practice to treat clients and their customers with empathy and respect. Our prime directive is to follow the practice guidelines as set down by the Office of Fair Trading and our governing body is ultimately, the Financial Ombudsman.
If you feel that you have a cause for complaint, you should in the first instance direct your grievance in writing to our complaints department at the address below:
Matrix Legal Services Ltd
Once your complaint has been received, we will respond to you within 10 days of the date of receipt. Your complaint will be given a complaint number and we will write and inform you of our decision in the matter. If you do not receive correspondence with us within 14 days of the date that you sent your letter to us, please contact us by telephone to ensure that we received your letter, on 0151 229 1071
If you are not happy with our response, or if you feel that we have not dealt with your complaint adequately, then please advise us in writing and address your letter to The Managing Director at the address above. The Managing Director will give you his response within 10 days of receiving your letter. If you have not received a response from The Managing Director within 14 days of the date that you sent your letter, please contact us by telephone to ensure that your letter was received, on 0151 229 1071.
If you are not satisfied with the response from The Managing Director, or if you feel that your complaint was not dealt with adequately, you may be entitled to complain to The Financial Ombudsman at the following address:
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
The following is a link to the Financial Ombudsman’s website where you can find out more information: http://www.financial-ombudsman.org.uk/default.htm