We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we 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 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 here 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 unfairly because of your age, a disability or other characteristic. You can raise your concerns with the Solicitors Regulation Authority.
Our Complaints Policy
We are committed to providing a quality service to all our clients. If we fall short of this standard, we would be grateful if you tell us about it. This enables us to improve.
What Happens Next
We will acknowledge receipt of your complaint in writing. We may ask you for additional information at this stage.
We will investigate your complaint, reviewing our work and relevant records.
Once we have completed our investigation we will write to you with the results of our investigation.
We hope the complaint will be resolved satisfactorily at this stage. We aim to reach this stage within 30 days of first receipt of your written complaint.
If you are still unsatisfied, you can write to us again and we will review our decision within 10 days.
What do to 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 you have, then you must take your complaint to the Legal Ombudsman:
- Within six months of receiving a final response to your complaint
- No more than six years from the date of act/omission; or
- 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.