Keep a clear record
Note what happened, when it happened, which part of the service was involved, and what you would like reviewed. Keep copies of relevant messages and documents.
The service owner must approve and publish the final complaints contact, responsible legal entities and response process before launch. Until then, use contact details from signed documents only.
Use verified contact details
Use only the complaints contact shown in your signed engagement documents or on a verified notice from the organisation that provided the service. Do not send case or identity data to an address that is not confirmed there.
Identify the responsible organisation
A concern about the Sorla check and a concern about independent legal services may have different responsible organisations. The final engagement documents must identify each organisation and its route.
Check independent routes
An ombudsman or regulator may be able to consider a concern after the relevant organisation has had the opportunity to address it. Eligibility, scope and time limits depend on the service and should be checked on the official site.
Official guidance
Check current eligibility, scope, contact details and time limits on the official sites. These links do not imply that either body can consider every Sorla-related concern.
See what your history shows
A careful, read-only check of your lending history. Nothing upfront, and an honest answer either way.