Information regarding complaints
We are committed to providing a high-quality legal service to all our clients. 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 we ask that you contact the person who is working on your matter to discuss your concerns and we will do our best to resolve any issues you may have. If that person cannot resolve the problem you should then address the matter to the appropriate Head of Department. You can also request a copy of our Complaints Policy which can be emailed or posted to you should you wish to make a formal complaint.
The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. (www.sra.co.uk)
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 from us;
- 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 to complain.
If you would like more information about the Legal Ombudsman, please contact them.
Call: 0300 555 0333 between 9am and 5pm
Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ