We hope that you never have cause to complain about our service or your bill. If problems arise we will work with you to resolve them informally and quickly.

If for any reason this is not possible please contact our Karen Phull in writing at Shakespeare Martineau, No 1 Colmore Square, Birmingham, B4 6AA; by telephone on 0121 214 0000 or by email at Our Complaints Procedure is available upon request.

In the unlikely event that we are unable to resolve your issues you have the right to seek redress from the Legal Ombudsman who can be contacted at PO Box 6806, Wolverhampton, WV1 9WJ, or on 0300 555 0333 or at  It is important to note that the services provide by the Legal Ombudsman is only available to certain types of clients, further details can be founds on the Legal Ombudsman website:

If you became a client of our firm by electronic means (such as e-mail or online) then, in addition to any rights of redress you may have through the Legal Ombudsman, you may be entitled to use an EU online dispute resolution platform to assist with any complaint or dispute you may have about our services.  Further information can be found at

"This is exactly why we like to work with people who understand the industry and can identify potential issues and create solutions."

Jon Saltinstall, Senior HealthCare Banking Consultant, Lloyds Bank