Complaints

If something has gone wrong

We would rather hear about a problem than not. If you are unhappy with the service you received from MatchMySolicitor, tell us and we will look into it properly.

How to complain

Email support@matchmysolicitor.co.uk with the details, including your name, the email address or telephone number you used, roughly when you contacted us, and what went wrong. Please put Complaint in the subject line so it reaches the right person.

What happens next

We will acknowledge your complaint within two working days, look into it, and give you a written response within eight weeks. If we need longer, we will tell you why and when you can expect an answer.

Complaints about a solicitor

If your complaint is about the advice or service from a firm we matched you with, that firm has its own complaints procedure and you should raise it with them first. If you are not satisfied with their response, you can take the complaint to the Legal Ombudsman at legalombudsman.org.uk. Concerns about a firm's professional conduct can be raised with the Solicitors Regulation Authority at sra.org.uk.

Complaints about your information

If your complaint is about how we handled your personal information, please see our privacy policy. You can also complain to the Information Commissioner's Office at ico.org.uk.