Our aim is to ensure that we offer the best possible service to all of our clients and when our service has fallen below the standard you expect of us, we would like to hear about it.
If at any point you become unhappy or concerned about the service we have provided, 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 they will do their best to resolve any issues at this stage. However, if you feel as if the issue warrants making a formal complaint, you can read our full complaints procedure which will guide you through our process.
Alternatively, if you are concerned about our behaviour, the Solicitors Regulation Authority can offer guidance on how best to handle the situation. They can provide advice on dealing with issues such as dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or another characteristic.
More details on how to raise your concerns with the Solicitors Regulation Authority can be found on their website.
What do to if we cannot resolve your complaint
If we are unable to resolve your complaint ourselves, the Legal Ombudsman will be able to help you. They will independently review your complaint and it will not affect how we handle your case.
You may contact the Legal Ombudsman if your complaint has not been resolved within eight weeks from the date that you logged the issue. Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve the problem directly with us first.
Referrals to the Legal Ombudsman must be made:
- 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 realised there was cause for complaint.
If you would like more information about the Legal Ombudsman, please contact them.
Call: 0300 555 0333 between 9am to 5pm.
Address: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ