Complaints Procedure
Introduction
We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we provided you should inform us immediately, so that we can do our best to resolve the problem.
Bringing a Complaint
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 here. Making a complaint will not affect how we handle your case.
You can also raise your concerns with the Solicitors Regulation Authority (http://www.sra.org.uk/consumers/problems/report-solicitor.page)
What to do if we cannot resolve your complaint
If you are not satisfied with the way we have handled 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 one year from the date of the act or omission; or
- No more than one year from when you should have reasonably known there was cause for complaint.
If you would like more information about the Legal Ombudsman, please contact them.
Contact details
0300 555 0333 between 9am to 5pm.
enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6167, Slough, SL1 0EH