We want to give our clients 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. If you would like to make a formal complaint, then you can read our full complaints procedure below.
Discuss your concerns with the person who is dealing with your matter. They will have 7 days to provide a satisfactory resolution to your concerns.
If you are not happy with the reply provided by the person normally dealing with your case you can ask them to refer the matter to their manager. The manager will consider your complaint and carry out an investigation and will provide a proposed solution within ten business days. If the matter is complex and it takes longer to deal with your complaint, we will contact you within ten business days to give you an approximate timescale of when you can expect a response. If we believe it would be helpful, we may suggest a meeting.
If, following investigation by the manager, you remain dissatisfied with the response then you can ask for your complaint to be referred to the managing director by email, firstname.lastname@example.org, or by post at 20A High Street, Stratford, E15 4PP.
Making a complaint will not affect how we handle your case.
Solicitors Regulation Authority
The Solicitors Regulation Authority can also 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.
You can raise your concerns with them Solicitors Regulation Authority.
What do to 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
- 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 using the details below.
Call: 0300 555 0333 between 9am to 5pm.
Post: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ