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, you should inform us immediately so we can do our best to resolve the problem.
In the first instance, please contact the person who is working on your matter to discuss your concerns and we will do our best to resolve any issues. If this does not resolve your concerns and you would like to make a formal complaint, please do so by email to firstname.lastname@example.org saying that you are making a complaint, and setting out what you are not happy with and what you would like us to do about it.
If you make a formal complaint, we will within 7 working days acknowledge receipt of your complaint, set out our understanding of it and request a telephone conversation with you to discuss details of your complaint and seek any necessary clarification. We will then investigate your complaint and write to you with our views, tell you why we hold those views and make any relevant proposals for redress within 28 working days of receiving your complaint. If you are still unsatisfied, we may within a further 7 working days of you letting us know, ask an independent mediator to assist us jointly to find a solution.
If your complaint has not been resolved within 8 weeks, you may be able to complain to the Legal Ombudsman. This applies if you are an individual, a business with fewer than 10 employees and turnover or assets not exceeding a certain threshold, a charity or trust with a net income of less than £1 million, or if you fall within certain other categories (you can find out more from the Legal Ombudsman). The Legal Ombudsman will look at your complaint independently and it will not affect how we handle your matter.
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, any complaint to the Legal Ombudsman must be made:
1. within six months of receiving our final response to your complaint; and
2. no more than six years from the date of the act or omission; or
3. 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.
Call: 0300 555 0333 between 9.00 to 17.00
Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
What to do if you are unhappy with our behaviour
The Solicitors Regulation Authority can help 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
Visit their website to see how you can raise your
concerns with the Solicitors Regulation Authority.