We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
Our complaints procedure
If you have a complaint, please contact us with the details.
What will happen next?
- We will send you a letter acknowledging receipt of your complaint within 7 days of us receiving the complaint, enclosing a copy of this procedure.
- We will then investigate your complaint. This will normally involve reviewing your file. We will ordinarily, thereafter, attempt to resolve your complaint directly with you at that stage and will contact you in that regard within 14 days of our acknowledging your complaint. If for any reason we require further time in which to deal with your complaint you will be notified of that requirement before expiration of the further 14 day period.
- If you are still not satisfied, you should contact us again and we will review the decision taking into account any specific points which you raise.
- We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons. The Legal Ombudsman (see below) will normally be looking to parties to resolve complaints within a maximum of 8 weeks.
- If we have been unable to settle your complaint to your satisfaction using our internal complaints process, you have a right to complain to the Legal Ombudsman, an independent complaints body, established under the Legal Services Act 2007, that deals with legal services complaints.
- You have 6 months from the date of our final letter in which to complain to the Legal Ombudsman. A complaint must ordinarily be referred to the Legal Ombudsman no more than:
- six years from the date of act/omission; or
- three years from when you should reasonably have known there was cause for complaint.
- You can contact the Legal Ombudsman at PO Box 6806 , Wolverhampton, WV1 9WJ. Telephone: 0300 555 0333. Email address: firstname.lastname@example.org. Website: www.legalombudsman.org.uk
- In addition, as we are regulated by the Solicitors Regulation Authority, which handles complaints relating to professional misconduct, if you have any concerns about our behaviour, you can raise these with the Solicitors Regulation Authority.
If we have to change any of the timescales above, we will let you know and explain why.