How to complain

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 who is working on your matter to discuss your concerns and we will do our best to resolve any issues at this stage.  If you would still like to make a complaint please contact their Head of Department so we can investigate your concerns quickly and offer an early resolution.  You will not be charged for any work involved in investigating a complaint nor will your complaint prejudice the work we are doing for you.

What will happen next?

• we will write to you within three working days acknowledging your complaint and enclosing a copy of our complaints procedure
• we will investigate your complaint. This will usually involve:
  • reviewing your complaint
  • reviewing your file(s) and other relevant documents, and
  • speaking with the person who dealt with your matter
• we may also need to ask you for further information or documents.
• we may, if appropriate, invite you to a meeting to discuss your complaint. You do not need to attend if you do not wish to or if you are unable to.
• whilst investigating we will keep you updated on the progress of your complain
• we will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. We aim to do this within eight weeks of the date of our letter of acknowledgement

What to do if we cannot resolve your complaint

If we have not been able to resolve your complaint within eight weeks or you are not satisfied with the outcome The Legal Ombudsman can help you. They will look at your complaint independently, they will not charge you 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 them;

• within six months of receiving a final response from us

and

• no more than one year from the date of act/omission; or
• no more than one year 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
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6167, Slough, SL1 0EH

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.

Contact details

Visit: www.sra.org.uk

Call: 0370 606 2555

Email: contactcentre@sra.org.uk

Solicitors Regulation Authority Contact Centre The Cube 199 Wharfside Street Birmingham B1 1RN