Complaint procedure
We want to give you the best possible service. However, if at any point you
become unhappy or concerned about our service, we will please ask that you
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.
If you would like to make a formal complaint, how to do this is stated in our
‘Terms of Business’ given to you at the beginning of your case. Making a
complaint will not affect how we handle your case.
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 this 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.
Contact details
Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9.00 to 17.00.
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.
