At Overdales Legal Limited we strive to deal with all individuals appropriately and professionally. Whilst we hope that no one who has dealings with our firm will have the cause to complain, we recognise that sometimes things may go wrong and you may be dissatisfied with the way in which you have been dealt with as a result of our doing something or failing to do something.

Litigation dispute and disputes on liability

We do not consider matters such as disputes about liability, limitation or the litigation process to be complaints as we would expect these issues to be addressed during the ordinary course of dealing with our client’s instructions.

If you are a client, please refer to the information provided on our Our Services page.

Making a complaint

We do not require complaints to be made formally and in writing. In the appropriate circumstances we will aim to deal with any concern informally there and then, such as responding to a query or returning a call.

A complaint can be made by:

  • Sending an email to;
  • Sending a letter to our Complaints Department at PO Box 1399, Bradford, BD5 5GA; or
  • Calling 0333 111 0795.

We would ask that you provide us with your full name, your reference number, details of your complaint and what you think we should do to put things right.

Please notify us if you have any requirements so we can take steps to provide our response in a format that is accessible to you.

Authorising a Third Party

We understand that sometimes you may want someone else to deal with a complaint on your behalf.

If you wish to nominate someone to do this, you, as the account holder, must first authorise them to act on your behalf.

You can provide authorisation as follows:

Post or email

You need to provide signed written authority which confirms the third party’s full name.
You can post this to PO Box 1399, Bradford, BD5 5GA or scan the letter and email this to


You need to:

  • Call us using the number from our Contact Us page;
  • Complete security checks with a member of our team; and
  • Confirm the name of the person you would like to authorise.

The nominated third party will need to confirm their name and your security details (your full name, address and DOB) each time they contact us on your behalf.

Our process

  1. Contact us to tell us about your concerns.
  2. In the appropriate circumstances we will aim to deal with any concern informally there and then, such as responding to a query or returning a call.
  3. If we are unable to resolve this for you, or if you are unhappy with our response, we will acknowledge your complaint within seven working days.
  4. Although we have eight weeks to resolve your complaint, we will send you our final response as soon as we’ve completed our investigation. If we have not been able to respond to your complaint by four weeks, we will write to you to confirm our investigations remain open.
  5. If we have not been able to finalise our investigation within eight weeks, we will write to you to tell if you there are any steps you can take and to confirm our investigations remain open.

Further information

If you remain dissatisfied with our responses, you can refer to the Solicitors Regulation Authority (SRA) only in circumstances where your complaint relates to our conduct. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. Visit to see how you can raise your concerns with the SRA.

Overdales Legal Limited is authorised and regulated by the Financial Conduct Authority (the FCA) in respect of consumer credit regulated accounts. Certain complaints are covered by the Financial Ombudsman Service and are subject to the Ombudsman's rules. The Ombudsman likes firms to attempt to resolve disputes before they get involved and we would therefore ask you to contact us in the first instance so that we can deal with your concerns. Information about the Financial Ombudsman Service and their approach to dealing with consumer complaints can be found at

Eligible complainants will be informed of their right to complain to the Financial Ombudsman Service. This must be done within six months of our final letter.

Unreasonable Behaviour 

Overdales are committed to dealing with all concerns and complaints fairly and impartially and to provide high-quality complaint resolution. As part of this approach, Overdales would rarely limit people from making contact.

We recognise that making a complaint can be an upsetting and distressing situation, and at times be very difficult for the complainant. We understand that persistence can be reasonable during the course of a complaint investigation, however, situations can escalate which would then mean that the persistence is unreasonable, and the behaviour shown is unacceptable.

Where we find that the behaviour and demands of a complainant are unreasonable, we will consider whether we need to take more formal action by way of implementing our Unreasonable Behaviour Policy. We will aim to keep the impact of any action minimal but enough to solve the problem. Examples of unreasonable behaviour can be; offensive behaviour, obstructive behaviour, unreasonable requests & excessive levels of contact.

If we decide to enforce our Unreasonable Behaviour Policy, we will write to you to inform you of our decision, and to provide you with our Policy.