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, you should usually 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 have not been able to resolve the issue with the person dealing with your matter, then you can make a formal complaint. We sent you details of the process in the client care letter and terms of business sent to you when your file was opened, and you can also read our full complaints procedure here Making a complaint will not affect how we handle your case.
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
and
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.
Contact details
Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9am to 5pm.
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be if you felt that there were any concerns about anything such as dishonesty, taking or losing your money or treating you unfairly because of your age, gender, a disability or other personal characteristic.
You can raise your concerns with the Solicitors Regulation Authority.
