Complaint Procedure
We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service 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 working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, then we will provide you with our full complaints procedure. Making a complaint will not affect how we handle your case.
The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money, or treating you unfairly because of your age, disability, or other characteristics.
You can raise your concerns with the Solicitors Regulation Authority.
What to do if we cannot resolve your complaint
The Legal Ombudsman can help you if we cannot resolve your complaint ourselves. 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. If you have, then you must take your complaint to the Legal Ombudsman:
- Within six months of receiving a final response to your complaint; And
- No more than six years from the date of the 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.
Contact details
Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9 am to 5 pm.
Email: enquiries@legalombudsman.org.uk
Address: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ