Complaints 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. Making a complaint will not affect how we handle your case.

What happens with your complaint?  We will send you a letter or email acknowledging your  complaint. We will then start to investigate your complaint. This may involve one or more of the following steps:  

• We may reply to your complaint within four weeks.
• We may examine the reply and the information in your complaint. We may then ask for more information. 
• We will record your complaint in our central register and open a file for your complaint. 
• We may invite you to a meeting in order to discuss and hopefully resolve your complaint. 
• Within two days of the meeting, we will write to confirm what took place, and any suggestions we have agreed with you. If you do not want a meeting or it is not possible, we will send you a detailed reply to your complaint. This will include our suggestions for resolving the matter. This will happen within sevendays of us completing the  investigation. 
• We will endeavour to deal with your complaint in a way that best suits your needs.  

At this stage, if you are still not satisfied, you can contact us again and a client complaints partner will review our decision and in-form you of the outcome.

What we 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 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:

Visit: www.legalombudsman.org.uk

Call: 01616 966 229 between 9am to 5pm.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ 

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