We intend to provide you with a high level of customer service at all times. However, if you are unhappy in any way please contact:-

MSL Legal Expenses Limited
No.1 Lakeside
Cheadle Royal Business Park

By Telephone: 0161 492 5812

By Fax: 0161 603 2108

By Email: complaintsdept@msl.co.uk

We will attempt to resolve your complaint within three business days of receipt and a summary resolution communication letter will be sent to you. Where this is not possible, we will acknowledge your complaint promptly.

If the complaint is not resolved within four weeks of receipt, we will write to you and let you know what further action we will take. A final response letter will be issued within eight weeks of receipt.

Your custom is valuable to us and we want you to be entirely satisfied with the response and service we provide. However, should you remain dissatisfied with our response letter you may be able to refer your complaint to the Financial Ombudsman Service free of charge or the Legal Ombudsman Service. Further details are shown below.

Financial Ombudsman Service

By Telephone:

0800 023 4 567
Calls to this number are normally free for people ringing from a “fixed line” phone – but charges may apply if you call from a mobile

0300 123 9 123
Calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs
Lines are open Monday to Friday 8:00 – 20:00, Saturday 9:00 to 13:00

By Email: complaint.info@financial-ombudsman.org.uk

In writing:
The Financial Ombudsman Service
Exchange Tower
E14 9SR

Website: www.financial-ombudsman.org.uk

To refer to the Financial Ombudsman Service you must be an Eligible Complainant. Generally, a person is an Eligible Complainant if the person is:

  1. A consumer; or
  2. A micro-enterprise which is someone who is self-employed, a family business, a partnership or association, that employs fewer than 10 persons and has a turnover or annual balance sheet that does not exceed €2million; or
  3. A charity which has an annual income of less than £1million at the time the complaint is made; or
  4. A trustee of a trust which has a net asset value of less than £1million at the time the complaint is made.

Legal Ombudsman

By Telephone: 0300 555 0333
By Minicom: 0300 555 1777
Lines are open Monday to Friday 8:30am – 5:30pm

By Email: cmc@legalombudsman.org.uk

Complaints Handling Procedure

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