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 directly with them, 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. Making a complaint will not affect how we handle your case.
The Solicitors Regulation Authority (SRA) can help you 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 the 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, 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 for Legal Ombudsman
Our complaints procedure
Our complaints partner is Mr. Thomas Wheeler (Director). You can contact him by post at our office or via e-mail on firstname.lastname@example.org. It is helpful if you put your concerns into writing, but if you would prefer not to, or if you would find it difficult to do so, he can be contacted on 03452229955
If you have special needs which we should consider due to language or disability, please let us know.
To explain to you how long our process might take we have included our target times for each stage of the complaints process. Where, for any reason, it is not possible to observe any of these limits we will let you know and explain why.
|Acknowledge the complaint in writing and send a copy of the complaints procedure||Within 5 working days|
|Invite you to a meeting or to discuss the issues by telephone||Within 5 working days after acknowledging your complaint|
|Confirm the outcome of the meeting or telephone conversation in writing||Within 5 working days of the meeting / telephone conversation|
|Investigating Issues||Within 8 weeks of receiving your complaint|
If a meeting/telephone discussion is not possible or required:
Investigate the issues and write to you with the outcome
|Within 28 working days of acknowledging your complaint|
|Review and close the complaint||Within 8 weeks of receiving your complaint|