At Lawshield, our aim is to get things right. We recognise that sometimes mistakes can happen, and we get things wrong. Telling us you are unhappy is our opportunity to put things right and to learn from our mistakes so we can improve the products and services we offer in the future.


Our promise to you

We will always aim to:

  • Acknowledge your complaint promptly.
  • Resolve your complaint at the earliest opportunity, but in any event no later than eight weeks after raising your complaint.
  • Communicate our decisions clearly and fairly and let you know what you can do if you are still unhappy.
  • Learn from our mistakes to improve our services and products we offer.

You can make your complaint by:

  • Calling our Customer Relations team on 0800 731 3942.
  • Emailing us by using the ‘Get in touch’ page here.
  • Writing to us at:
    Customer Relations
    Lawshield UK Ltd
    850 Ibis Court
    Lakeside Drive, Centre Park
    Warrington, WA1 1RL

How our complaint process works

We will aim to resolve your complaint as soon as possible, normally within three business days, at which point we will send you confirmation in writing that your complaint has been resolved. On occasions we will require a bit longer to resolve your complaint and in this case, we will send you an acknowledgement letter telling you when we hope to reach a decision.

Once our investigation has been completed, we will then write to you with our complaint decision (this is called a final response), it will either be to:

  • Uphold your complaint, telling you why and what action we intend to carry out to put this right for you, or,
  • If we do not uphold your complaint, we will explain our reasons for doing so.

If at the end of the process you remain dissatisfied, you may, contact the Financial Ombudsman Service within six months of the date of our final response or if we fail to respond within eight weeks of you raising a complaint with us.

Further information on how the Financial Ombudsman Service may assist you can be obtained by visiting the Financial Ombudsman or:

Website: https://www.financial-ombudsman.org.uk/
Email: complaint.info@financial-ombudsman.org.uk
Telephone: 0800 023 4567