Complaints Policy

Our complaints policy

We are committed to providing a high-quality legal service to all our clients, this includes the service provided by us and our partnering companies.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

If you’re unhappy with the service and want to make an official complaint, please give us a chance to rectify the issue ourselves first by contacting Libby James on libby (@) merchantadviceservice.co.uk and letting her know what the issue is.

If you’re still not happy and want to make an official complaint, please contact us with the details at clientrelations (@) merchantadviceservice.co.uk. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman.

What will happen next?

1. We will send you an email to acknowledging receipt of your complaint within five working days of receiving it, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will normally involve passing your complaint to a partner or director in the firm, who will review your complaint and speak to the member of staff who acted for you.
3. A Director will then invite you to discuss, by phone, and hopefully resolve your complaint. S/he will do this within 14 days of sending you the acknowledgement email.
4. Within three days of the meeting, the acting Director will write to you to confirm what took place and any solutions s/he has agreed with you.
5. If you do not want a phone call or it is not possible, the acting Director will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
6. Failing that, we will arrange a review by a local solicitor or mediation to review the decision.
7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
8. If you are still not satisfied, you can then contact the

about your 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 six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it).For further information, you should contact the Legal Ombudsman on 0300 555 0333or at This email address is being protected from spambots. You need JavaScript enabled to view it..

Although Merchant Advice Service accepts no responsibility for advice or services provided by any third parties, but if you have a compliant about one of the account providers or brokers we pass you to, we of course want to know about it! We take these complaints seriously as we want to ensure our visitors are treated fairly by third parties we recommend, however we cannot be held responsible for the actions of another company and as such you will need to take the complaint up with them directly following their complaints procedure. This is usually first dealt with directly by them, or with the regulator and financial ombudsman.

Any Questions?

Do not hesitate to contact us for clarification about any of the issues discussed in any of the articles. Simply contact us via any of the options on our contact page and we will do our best to clarify any of the matters discussed to you until you understand.