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Complaints Procedure

Our commitment to handling concerns about TransactionX and the legal services provided by Wealth Recovery Solicitors Limited.

Our commitment

We want to give you the best possible service. If at any point you become unhappy with the service we provide to you, or you have concerns about your bill, please tell us straight away so that we can do our best to resolve the problem.

How to make a complaint

In the first instance, please contact us so that we can try to resolve your concerns informally:

To help us investigate quickly, please include your name, the matter or invoice reference, a clear description of your concern, and what you would like us to do to put things right.

What will happen next

  1. We will acknowledge your complaint in writing within 5 working days of receipt.
  2. We will investigate your complaint. This will usually involve our Complaints Officer reviewing your file and, where appropriate, speaking with the member of staff who acted for you.
  3. We will write to you with a full response within 8 weeks of receipt of your complaint, setting out our findings and any proposed resolution. If we cannot respond in that time, we will write to explain why and tell you when we expect to be able to provide a full response.

If you are still not satisfied

If we have not resolved your complaint within 8 weeks, or you remain unhappy with our final response, you may be entitled to refer the matter to the Legal Ombudsman:

Ordinarily you must refer your complaint to the Legal Ombudsman:

  • within six months of receiving our final written response; and
  • no more than one year from the date of the act or omission, or from when you should reasonably have known there was cause for complaint.

Reporting conduct concerns to the SRA

The Legal Ombudsman deals with complaints about service. If your concern is about the professional conduct of a solicitor (for example, dishonesty, discrimination or a serious breach of the SRA Standards and Regulations), you can report this to the Solicitors Regulation Authority at sra.org.uk/consumers/problems/report-solicitor.

Complaints about TransactionX (the software)

If your complaint relates specifically to the TransactionX software — for example, a billing issue with your subscription, a bug, or a data protection concern — please use the same email address above and mark your message "TransactionX". Data protection concerns can also be raised with our Data Protection Officer (see our Privacy Policy) and ultimately with the Information Commissioner's Office.