Complaints procedure

Last updated: September 2026

We aim to treat everyone we deal with fairly and professionally. If something has gone wrong, we want to know so we can put it right.

How to complain

Call us on 01332 492384, Monday to Friday, 09:00 to 17:00, or write to Complaints, X Fifteen Ltd, 14 Mallard Way, Derby DE24 8GX. Please tell us your name, how to contact you, what went wrong and what you'd like us to do.

What happens next

• We'll acknowledge your complaint within five working days.
• A senior member of the team will look into it, and may contact you for more information.
• We'll send you our full response within eight weeks, explaining what we found and what we'll do.

If your complaint is about a law firm

If your complaint is about how your claim is being handled by a law firm, please contact that firm directly using its complaints procedure. If you're not satisfied with its response, you may be able to refer it to the Legal Ombudsman.

If your complaint is about personal data

You can also contact the Information Commissioner's Office at ico.org.uk. Please see our privacy policy for details.