We are committed to maintaining the highest professional standards and providing a high quality legal service to all our clients. If you are not happy with our service, we would like you to let us know so that we can try to resolve the problem to your satisfaction. There is no charge for dealing with service problems or complaints. If you have special needs which we should take into account due to language or disability, please let us know. We aim to deal with complaints according to the following timetable:
| Action | Timescale |
|---|---|
| Acknowledge the complaint in writing and send a copy of the complaints procedure | Within two working days |
| Investigate the issues | As soon as possible but within 8 weeks. |
| Review and close the complaint | Within 8 weeks of receiving the complaint |
If we have not resolved the complaint within eight weeks you may complain to the Legal Ombudsman. If you are not satisfied with the way we handle your complaint you can ask the Legal Ombudsman to consider it. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us or within one year of the act or omission about which you are complaining or when you should reasonably have known there was a cause for complaint (if the act took place more than one year ago).
The Legal Ombudsman’s contact details are as follows: www.legalombudsman.org.uk.
Call 0300 555 0333 between 8.30am to 5.30pm. For minicom call 0300 555 1777.
Email enquiries@legalombudsman.org.uk. Postal address: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ. The Legal Ombudsman service asks that you do not send any original documents as they scan anything they receive and destroy the originals.
If you think a solicitor might be dishonest or you have concerns about their ethics or integrity, you also have the right to notify our regulator, the Solicitors Regulation Authority (SRA). There are no time limits for making a report but there are limits on what the SRA will consider. Please note that the SRA is not able to deal with issues of poor service (complaints of this nature should instead be referred to the Legal Ombudsman). For further information about the SRA’s role, please contact the SRA or visit: https://www.sra.org.uk/consumers/problems/report-solicitor.page#report