Complaints Process
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, in writing, 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. If you would like to make a formal complaint, then you can read our full complaints procedure. Making a complaint will not affect how we handle your case. See our Complaints Procedure.
What to do 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 case 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 one year from the date of the act or omission; or
• No more than one year from when you should reasonably have known there was a cause for complaint.
If you would like more information about the Legal Ombudsman please contact them via www.legalombudsman.org.uk, call 0300 555 0333 between 9:00 and 17:00, email enquiries@legalombudsman.org.uk, or write to Legal Ombudsman at P.O.Box 6167 Slough SL1 0EH.
What to do if you are unhappy with our behaviour
The Solicitors Regulation Authority can help 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.
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.