Our Complaints Handling 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 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. You can contact us in writing or by telephone. To help us to respond to your concerns promptly please include the following details:
- Your full name and contact details
- Your file reference number
- What you think we have got wrong
- What you hope to achieve as a result of your complaint
If the matter remains unresolved or you wish to escalate your complaint, you may raise it with the Head of Department whose details will have been provided to you in our Terms of Business. Alternatively, you may contact our complaints partner whose contact details are:
T. (0)1733 888744
The Solicitors Regulation Authority can help with advice 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
What can you expect from us?
- We will acknowledge all complaints within three working days and provide you with a copy of our complaints policy
- We will investigate your complaint and update you on the progress of your complaint at appropriate times
- 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. Where possible, we will aim to do this within 21 days of the date of our letter of acknowledgement
- We will not charge you for handling your complaint
What if you are not satisfied with the outcome?
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. The Legal Ombudsman service is free of charge.
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 refer your complaint within six months of our final written response to your complaint and within six years of the act or omission about which you are complaining occurring (or within three years of you becoming aware of it).
If you would like more information about the Legal Ombudsman, please contact them.