Complaints Procedure

We strive to provide the best service possible, and are constantly evaluating our customer service procedures. We welcome any feedback you may have about how we can improve the client experience, so if there’s something you think we could have done better, please let us know by using the process outlined below.

How do I make a complaint?

If you do have a concern or complaint, please contact us as soon as you are aware of the problem in order that this can be addressed. You can contact us by:

Telephone: 0151 347 0373



Pure Legal Limited
4th Floor
Building 8
Princes Parade
L3 1DL

Please include the following information:

  • Your full name
  • Reference number (if you have one)
  • Contact telephone number
  • Contact email address
  • Full details of your concern

What happens next?

We will send you a letter acknowledging receipt of your complaint within five days of our receiving the complaint, enclosing a full copy of the complaints procedure and advising you who will be responding to the complaint. We aim to resolve your complaint fully within 21 days of sending you the acknowledgement letter.

What happens if I am unhappy with the response?

The matter will be referred to our Head of Legal Practice, Robert Mares who will consider the complaint further.

Although we aim to resolve complaints within 21 days of acknowledgement the Legal Ombudsman guidelines allow for 8 weeks from the date we receive your complaint. If we have not been able to resolve the complaint within 8 weeks or following receipt of our final formal response (whichever happens first) you have the option of referring the matter to the Legal Ombudsman.

Legal Ombudsman

There are time limits for submitting a complaint to the Legal Ombudsman. Where you have not followed our complaints procedure, you must submit your complaint to the Legal Ombudsman within:

  • 6 years from the date of the act/omission; or
  • 3 years from the date which you should have known you have a complaint to pursue

The Legal Ombudsman will not however accept complaints where the act/omission or date of awareness was before 6th October 2010.

Where you have followed our complaints procedure, the time limit for pursuing a complaint to the Legal Ombudsman is no later than 6 months from the date on which you received a definitive response to your complaint from this firm, or from the last day of the 8 week period, whichever is the earlier.

There are exceptions to the 8 week and 6 months rules. For information relating to those exceptions, please refer to the scheme rules on the Legal Ombudsman website.

Legal Ombudsman contact details:


The Legal Ombudsman
PO Box 6806

Telephone number: 0300 555 0333