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.
How to complain
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 at this stage. If you would like to make a formal complaint, then you can download and read our full Complaints Procedure. Making a complaint will not affect how we handle your case.
The Solicitors Regulation Authority 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 at www.sra.org.uk/consumers/problems/report-solicitor.page
What to do if we cannot resolve your complaint
The Legal Ombudsman can help you if we are not able to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.
The Legal Ombudsman is an independent and impartial scheme set up to resolve legal service disputes. Please note that the Legal Ombudsman may decline to deal with complaints from certain types of clients.
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, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint.
Please note that ordinarily, the complaint must refer the complaint to the Legal Ombudsman no later than:
- No more than one year from the date of the act or omission being complained about; or
- No more than one year from the date when you should reasonably have known that there was cause for complaint.
If you would like more information about the Legal Ombudsman, please contact them at www.legalombudsman.org.uk or call 0300 555 0333 between 9am and 5pm or by email at enquiries@legalombudsman.org.uk. or post at Legal Ombudsman, PO Box 6167, Slough, SL1 0EH.
