Last updated: January 2026
No Win No Fee Lawyers Direct is committed to providing a high standard of service. If you are dissatisfied with any aspect of our service, we take your complaint seriously and will deal with it fairly, promptly, and in line with Financial Conduct Authority requirements.
This Complaints Procedure explains how you can make a complaint and how we will handle it.
Who We Are
No Win No Fee Lawyers Direct is a trading name of No Win No Fee Lawyers Direct LTD.
We are authorised and regulated by the Financial Conduct Authority under FCA number 839005.
Registered office:
301 Tea Factory, Office 319
St Peter’s Square
Liverpool
L1 4DQ
United Kingdom
Contact details:
Telephone: 020 8050 4194
Email: [email protected]
What Is a Complaint
A complaint is any expression of dissatisfaction, whether justified or not, relating to the services we provide or the way in which they are provided.
This includes concerns about:
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The handling of your enquiry
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The accuracy of information provided
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Delays or lack of communication
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How your personal data has been handled
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The service provided by us as an introducer
How to Make a Complaint
You can make a complaint by contacting us using any of the following methods.
By telephone:
020 8050 4194
By email:
[email protected]
By post:
No Win No Fee Lawyers Direct LTD
301 Tea Factory, Office 319
St Peter’s Square
Liverpool
L1 4DQ
Please include your name, contact details, and a clear description of your complaint so we can investigate it fully.
How We Handle Complaints
We aim to acknowledge your complaint promptly and will investigate the matter fairly and thoroughly.
Our process includes:
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Acknowledging your complaint, usually within five business days
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Reviewing all relevant information and records
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Contacting you if we require further information
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Providing a clear response explaining our findings and any actions taken
Timescales for Response
We aim to resolve complaints as quickly as possible.
If your complaint cannot be resolved promptly, we will provide a final response within eight weeks of receiving your complaint, in line with FCA requirements.
If we are unable to provide a final response within this timeframe, we will explain the reasons for the delay and inform you of your right to refer the complaint to the Financial Ombudsman Service.
Escalating Your Complaint
If you are not satisfied with our final response, or if eight weeks have passed and you have not received a final response, you may refer your complaint to the Financial Ombudsman Service.
The Financial Ombudsman Service is an independent body that helps resolve disputes between consumers and FCA-regulated firms.
Financial Ombudsman Service contact details:
Website: www.financial-ombudsman.org.uk
Telephone: 0800 023 4567 or 0300 123 9123
Address: Exchange Tower, London, E14 9SR
Complaints About Solicitors or Law Firms
If your complaint relates to the service provided by a solicitor or law firm we introduced you to, you may need to raise your complaint directly with that firm, as they will have their own complaints procedure.
We can provide you with the relevant contact details if required.
Recording and Monitoring Complaints
We record all complaints and use them to monitor and improve our services.
Complaint records are maintained in line with FCA record-keeping requirements.
Contact Us
If you have any questions about this Complaints Procedure or need assistance making a complaint, please contact us using the details below.
No Win No Fee Lawyers Direct
Telephone: 020 8050 4194
Email: [email protected]
Address: 301 Tea Factory, Office 319, St Peter’s Square, Liverpool, L1 4DQ