Complaints Policy

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To lodge a complaint with IMS Law you must contact us in writing providing full details.

To help us to fully understand your complaint, please write to us with:

  • Your full name and contact details
  • What you think we have got wrong
  • What you hope to achieve as a result of your complaint
  • Your file reference number (if you have it)

On receipt of your written complaint we will either call you back to discuss further, or respond in writing. With all complaints we will to resolve matters to your satisfaction.

All complaints should be sent to:

89 Corporation Street
St Helens
WA10 1SX

Alternatively, they can be sent by email to or

How we deal with complaints

At IMS Law we record complaints centrally.

We respond to all complaints received within 7 working days.

When we investigate a complaint we:

  • Review the complaint
  • Review the file(s) and other relevant documents
  • Speak with the person who dealt with your matter

We may also need to ask you for further information or documents. If so, we will ask for them to be provided within a specific period of time.

If appropriate a face-to-face meeting with also take place to discuss the complaint further.

A the end of the investigation actions and proposed resolution to the complaint will be sent in writing. Where possible, we aim to do this within 21 days of the complaint being received.

If you are not satisfied with the outcome

If you are unhappy with the outcome of a complaint at IMS Law please first let us know and we will review the matter.

If you are still unhappy, you can ask the Legal Ombudsman to look into your complaint.

You can contact the Legal Ombudsman:

Complaints to the Legal Ombudsman must take place within six months of our final written response to your complaint and within six years of the act or omission about which you are complaining (or within three years of you becoming aware of it). Further details are available on the Legal Ombudsman website.

Get in touch with us

Where to find us

89 Corporation Street
St Helens,
WA10 1SX
Call: 01744 612549

Mon to Fri – 9:00 to 17:00

Corporation Street, Saint Helens WA10 1SX, UK

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