Thomas Bradley Legal Complaints Process

‍At Thomas Bradley Legal, we pride ourselves on delivering a professional and supportive service. If something hasn’t gone as expected, we genuinely want to hear from you. Your feedback helps us improve and ensures wecan put things right quickly. Our complaints process is designed to be clear, fair, and easy to follow.

‍1. How to Contact Us
‍If you have a concern or wish to make a complaint, you cancontact us using any of the methods below:

‍Email: clientcare@thomasbradleylegal.co.uk
Phone: 0330 390 9200 (Option 1 – Client Care Team)
Post: Client Care Team, Thomas Bradley & Co, Jacobean House, Glebe Street, East Kilbride, G74 4LY

Our team is available Monday to Friday, 9am–5pm. Calls may be recorded for training and monitoring.

‍2. What To Do If You Have a Complaint
‍If you feel that we haven’t met your expectations at any stage, please get in touch.
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We aim to resolve issues as quickly as possible and always in a fair and transparent manner.
You can contact us via telephone, email or post — which ever suits you best.

‍3. Information That Helps Us Assist You Quickly
‍When contacting us, it helps if you can provide:

Your full name and postcode
A clear explanation of your concern
Any relevant dates or documents
Copies of anything we may need to review (if applicable)

This ensures we can fully understand your concerns and respond efficiently.

‍4. How We Handle Your Complaint

Acknowledgement
‍We will acknowledge your complaint within 14 working days of receiving it.

‍Initial Review
‍If the issue can be resolved immediately, we will do so and explain the steps taken.
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‍Further Investigation
‍If more time is needed: You’ll     receive an update and a named contact We     will provide a full response within 4 weeks You     will be informed of our findings and any actions we proposeWe will then ask you to confirm whether you are satisfied with the outcome.

‍5. If You Are Still Unhappy
‍As will‑writing is not a regulated legal service, complaints cannot be referred to the Legal Ombudsman.If you remain dissatisfied after we have completed our internal complaints process, you may:

‍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 B12RATelephone: 0300 555 033Website: www.legalombudsman.org.uk