We want to give you the best possible service. However, if at any point you become unhappy or concerned about the services we have provided then you should inform us immediately, so that we can do our best to resolve the problem.
In the first instance, it may be helpful to contact the person who is working on your case first to discuss your concerns and we will do our best to resolve any issues at this stage. If it is not possible to resolve the matter at this stage, and you would like to make a formal complaint, then you can read our full complaints procedure here. Please note that making a complaint will not affect how we handle your case.
If we are unable to resolve your complaint and/or you remain unsatisfied with our response, you can take matters further.
If you have concerns about our behaviour, for example in relation to things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic, you can raise your concerns with the Solicitors Regulation Authority (‘SRA”). Please see the SRA’s website for more information on how to contact them.
If you are concerned about the service that we have provided you with, for example, an issue relating to fees or delayed communication, then you can contact the Legal Ombudsman. They will look at your complaint independently and it will not affect how we handle your case.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first and that you have allowed us up to eight weeks to provide a full response. If you are not happy with our final response, or you have not received a response within eight weeks, then you can take your complaint to the Legal Ombudsman, which must be done:
- Within six months of receiving a final response to your complaint; and
- No more than six years from the date of act/omission; or
- No more than three years from when you should reasonably have known there was cause for complaint.
If you would like more information about the Legal Ombudsman, please contact them.
Their contact details are as follows:
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
Call: 0300 555 0333 between 9am to 5pm.