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. 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, please see our complaints procedure below. Making a complaint will not affect how we handle your case.
Informal verbal complaints should be addressed to your solicitor - the name of that person will be given at the beginning of your case in your letter of instruction.
Reporting and Investigation
If the matter cannot be dealt with informally we ask that you detail your concerns in writing. The Legal Ombudsman (see below) also recommends that you put your concerns in writing stating 'Formal Complaint' at the top of the letter. You should keep copies of your letters to us and our replies.
Our Response Times
Written complaints will be acknowledged within 7 days when the name of the person dealing with your complaint will be confirmed. You will receive a full reply once the matter has been fully investigated and proposals for dealing with your concerns have been agreed upon. We will always endeavour to provide a full response within 21 days of our acknowledgment. If that is not possible, an interim response will be given explaining why it is not possible to meet this deadline, when we expect our investigations to be completed and a response finalized. We should provide a response to all complaints within eight weeks.
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:
If you would like more information about the Legal Ombudsman, please contact them.
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.