Complaints Procedure

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service, we provide 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 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 you can contact our offices and we will provide you with a copy of our full complaint’s procedure, if you have not already received this at the outset of your case. 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, a disability or other characteristic.

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 are unable to 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 we have not responded to your complaint within 8 weeks from the date of your complaint, you can bring your complaint to the Legal Ombudsman.  If you are not happy with our final response to your complaint, then you can take your complaint to the Legal Ombudsman. You must apply to the Legal Ombudsman:

• Within six months of receiving our final response to your complaint

and

• No more than one year from the date of the act or omission about which you are concerned; or
• No more than one year of you realising there was a concern.

If you would like more information:

Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9am to 5pm.
Email: enquiries@legalombudsman.org.uk
Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH