If you have a concern or complaint, this should be raised initially with the person who has conduct of your case, either verbally or in writing. We hope that we will be able to resolve matters at this early stage. However, if this is not possible, or you would prefer not to raise your concerns with that person, please address your complaint to their team leader, who will discuss your concerns with them and respond to you. In the majority of cases, this is successful in resolving any outstanding issues.

If in the unlikely event the fee earner or their supervisor is unable to adequately address your concerns, or if you feel the matter is too serious to raise with them or their supervisor then in the first instance you could contact our Compliance Officer, Mr. Mark Flynn, 0800 6 300 301 who will be able to assist.

We define a complaint to be an expression of dissatisfaction, which alleges that the complainant has suffered (or may suffer) financial loss, distress, inconvenience, or other detriment.

If you wish to make a formal complaint please write to Louise Lunt at Smooth Law Limited, 104 Mere Grange, Leaside, St Helens, WA9 5GG or email louise.lunt@smoothlaw.co.uk who will be able to assist.

SorryMate is a trading name of Smooth Law Limited. Smooth Law Limited is a limited company registered in England and Wales, registration number 07387835.

Smooth Law is regulated and authorised by the Solicitors Regulation Authority, registration number 619610, and is subject to the SRA Code of Conduct. It is regulated by the Financial Conduct Authority for insurance mediation activities.

If you are not or were not our client then we may be unable, for reasons of client confidentiality, to write to you unless we have the client’s written consent for you to present their complaint and correspond with you.

We will not charge you for investigating your complaint or corresponding with you.