The aim is to always give you the best possible service however it any point you have a complaint or concern about our service please let us know at once so we will do our best to find a solution. Ideally in the first instance contact the solicitor dealing with your matter but if you wish to make a formal complaint kindly take note of our complaints handling policy.
Complaints Handling Policy
In the event that you have a complaint about our bill please get in touch with the details and if relates to a bill you need to inform us within one of you receiving the bill.
- An acknowledgement of your complaint will be sent within 5 working days of us receiving it.
- The complaint will be investigated.
- We will then invite you a meeting to discuss the matter and hopefully resolve the issue. This will be done within 14 days of sending you the acknowledgement letter. Within 3 working days of meeting you we will write to you to confirm what happened, along with what has been agreed OR we will send you a detailed response in writing and in it include suggestion to resolve the complaint. This will be done within 21 days of sending you the acknowledgement letter.
- If we have to change any of the timescales above, we will let you know and explain why.
- If you are still not satisfied you can then contact the Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ about your complaint.
Any complaint to the Legal Ombudsman must usually be made within 6 months of the date of our final decision on your complaint, but for further information you should contact the Legal Ombudsman on 0300 555 0333 or at [email protected]
Making a complaint will not affect how we handle any ongoing matter for you, as long as we have your instructions and are still able to proceed.
Before accepting a complaint for investigation, the Legal Ombudsman will check that your case is one which they can consider and also that you have tried to resolve your complaint with us first. If you do wish to take your complaint to the Legal Ombudsman then, as mentioned above, you must do so:
a. Within six months of receiving a final response to your complaint from us; and
- No more than 6 years from the date of the act/omission complained about, or not more than 3 years from when you should reasonably have known that there was cause for a complaint.
The Solicitors Regulation Authority can help you if you are concerned about certain issues such as any suggestion of dishonesty on our part, or that we have taken or lost your money, or have treated unfairly because of your age, a disability or other characteristic.
You can raise your concerns with the Solicitors Regulation Authority:
Call: 0370 606 2555
8.00 to 18.00 Monday, Wednesday, Thursday and Friday
9.30 to 18.00 Tuesday
Email: [email protected]
Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN