Complaints
If something has gone wrong, tell us so we can put it right.
Complaints about our service
Use our complaints form. Include your quote reference, what happened and what you would like us to do.
What happens next
- We acknowledge your complaint by email straight away, and always within 5 working days.
- We investigate and aim to send you a full response within 4 weeks. If we need longer, we will tell you why and when to expect our answer.
- If you are not satisfied, you can ask for a review by a senior member of our team, who aims to reply within a further 4 weeks.
- If you are still unhappy with our final response, the Citizens Advice consumer service can give you free advice. The Legal Ombudsman cannot consider complaints about Keyfolio's own service, because we are not a law firm.
Complaints about legal work
Law firms are responsible for their own legal services. Raise any concern about the legal work with the firm first, using the complaints procedure in its client care letter.
- For a firm in England or Wales: if you are not happy with the firm's final response, or it has not resolved your complaint within 8 weeks, you can ask the Legal Ombudsman to look at it. You normally need to do this within 6 months of the firm's final response, and within one year of the problem or of when you should have realised there was one.
- For a solicitor in Northern Ireland: if the firm does not resolve your complaint, you can take it to the Solicitors Complaints Committee, which deals with complaints about solicitors in Northern Ireland.
- To report misconduct by a lawyer, contact their regulator: the Solicitors Regulation Authority, the Council for Licensed Conveyancers or CILEx Regulation, or in Northern Ireland the Law Society of Northern Ireland.
Please let us know too, because it helps us decide which firms we work with.
Complaints about how we use your personal information
Use our complaints form. We acknowledge it straight away, and always within 30 days, look into it, keep you updated and tell you the outcome. You can also complain to the Information Commission (ICO) at ico.org.uk/make-a-complaint or on 0303 123 1113. Our privacy notice explains more.