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Complaints Procedure

At Success Fee Ltd we strive to give the best service possible to all of our clients and therefore any complaints we receive will be taken very seriously and dealt with expeditiously.

If you feel disappointed with the level of service you have received we want to hear from you.

Please ensure that any complaint is raised within 12 months of the date on which the matters giving rise to the complaint occurred or within 12 months of the date you became aware that you have grounds for complaint.

What to do if you have a Complaint

At Success Fee Ltd we strive to give the best service possible to all of our clients and therefore any complaints we receive will be taken very seriously and dealt with expeditiously.

At Success Fee Ltd we deem a complaint as being any communication from a Client in which they have expressed dissatisfaction with the service provided alleging that they have or may suffer financial loss, distress, inconvenience or other deteriment

If you feel disappointed with the level of service you have received we want to hear from you.

Please ensure that any complaint is raised within 12 months of the date on which the matters giving rise to the complaint occurred or within 12 months of the date you became aware that you have grounds for complaint.

All complaints must be treated seriously and must be dealt with promptly and politely and give complainants specific information about the complaints process and ensure complaints are dealt with promptly, fairly, openly and effectively. Information on complaints and copies of our complaints procedure are made available on request.

Our Complaints Procedure

If you have a concern or a complaint that has not been dealt with to your satisfaction by the person handling your case or their supervisor, please contact us as soon as you are aware of the problem so this can be addressed. Please address your concern or complaint to Managing Director, Success Fee Ltd, Glebe Business Park, Lunts Heath Road, Widnes, Cheshire WA8 5SQ.

What will happen next?
  1. We will send you a letter acknowledging receipt of your complaint within five days working of our receiving the complaint.
  2. We will then investigate your complaint. This will normally involve passing your complaint to our Managing Director, who will review the matter and investigate. He will formally respond to your complaint with his findings within 8 weeks of receiving your complaint. If the investigation warrants an extended timescale you will be notified accordingly. If appropriate, the Managing Director’s response will included his suggestions for resolving the matter,
  3. Our Managing Director will then invite you to a meeting to discuss and, it is hoped, resolve your complaint.
  4. Within three days of the meeting, the Managing Director will write to you to confirm what took place and any solutions he has agreed with you.
  5. If you do not want a meeting or you do not respond, the Managing Director will deem the matter to be resolved.
  6. However, if you are still not satisfied, you should contact us again to explain why you remain unhappy with our response and we will review your comments. Depending on the matter we may at this stage arrange for a mediator to review the decision.
  7. We will write to you within 28 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

Get in touch today

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