Complaints Procedure

At Velasco, our commitment is to assist you when you need help, particularly in seeking compensation for injuries through accident claims against third parties.

We strive to provide the highest quality of service and encourage open communication. If our service or that of our panel of solicitors falls short of your expectations, we value your feedback to address concerns promptly and prevent reoccurrence.

Filing a Complaint

You can file a complaint through various channels:

  • In-person
  • By telephone
  • By fax
  • By email:
  • In writing: Velasco Limited, Registered Office 301 The Tea Factory, Office 319, St Peter’s Square, Fleet Street, Liverpool L1 4DQ

How to File a Complaint About a Solicitor

If you’re dissatisfied with a solicitor’s service, we recommend addressing the issue directly with them. Our commitment includes forwarding all complaints about solicitors working with us to ensure they are aware and can address concerns.

If unsatisfied with their response, you can contact the Legal Ombudsman, a free, impartial, and independent organisation.

Contact Details For The Legal Ombudsman:

For residents in Scotland, contact the Scottish Legal Complaints Commission.

Contact Details for the Scottish Legal Complaints Commission:

Filing a Complaint with Velasco Limited

If dissatisfied with our service, please inform us promptly through various means. Your complaint will be handled by our Complaints Officer:

  • In writing
  • By telephone
  • By email
  • By fax
  • Any other means

Complaint Handling Process:

  • Acknowledgement within 5 working days with details of our complaints procedure
  • Progress update within 4 weeks, providing a final response or an explanation for any delay
  • If no response within 8 weeks, a definitive/final response or an explanation for the delay

Our Commitment to You

We are committed to continuous improvement. Explore our promises to you in our:

Contact Details for the Financial Ombudsman Service:

Velasco Limited is registered with the Financial Conduct Authority (FCA). You can find our regulatory information here. A complaint can be made to the Financial Ombudsman Service, who’s contact information can be found below:

  • The Financial Ombudsman Service, Exchange Tower, Harbour Exchange, London E14 9SR
  • Tel: 0800 376 0150
  • Next Generation Text Relay: 18002 020 7964 1000
  • Website: