Our 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 have provided then you should inform us immediately so that we can do out 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 read our full complaints procedure below. 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 unfair due to age, disability or other characteristics. You can raise your concerns with the Solicitors Regulation Authority. 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 :
What to do if we cannot resolve your complaint.
If we are unable to resolve your complaint, then you can have the complaint independently looked at by the Legal Ombudsman who is responsible for investigating complaints about service issues with law firms.
The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned, or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.
Contact details for the Legal Ombudsman are as follows:
Address :PO Box 6167, Slough SL1 0EH
Telephone : 0300 555 0333
Website : www.legalombudsman.org.uk
The Solicitors Regulation Authority (SRA) can help you if you are concerned about a solicitor’s 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 find information about raising your concerns with the SRA at www.sra.org.uk/consumers/problems/report-solicitor/.