Complaints procedure
We want every part of working with us to be straightforward — including telling us when something hasn't been good enough. If you're unhappy with any part of our service, here's exactly how to raise it and what we'll do.
How to complain
Get in touch in whichever way is easiest for you. The more detail you can give us — what happened, when, and what you'd like us to put right — the faster we can help.
- By email: hello@samedaylpa.co.uk
- By phone: 0114 000 0000 (Mon–Sat, 9 til 6)
- By post: to the address shown in the footer of this site, marked “Complaint”.
What happens next
We'll acknowledge your complaint in writing within 3 working days, and tell you who is dealing with it. We'll then look into what happened and aim to send you a full written response within 20 working days.
If your complaint is more complex and we need longer, we'll write to explain why and give you a clear date by which you'll hear from us. In any event, we will give you our final response within 8 weeks of receiving your complaint.
If you're still not satisfied
If we can't resolve things between us, you have options for independent help. You can contact the Citizens Advice consumer service for guidance on your rights, and you may be able to refer the matter to an alternative dispute resolution (ADR) scheme.
Details of the relevant ADR scheme and any professional body SAMEDAY LPA belongs to will be provided with our final response, so you know exactly where to take things next.
Our promise
A complaint never affects how we treat you. We log every complaint, look for the lesson in it, and use it to make the service better for the next person.