Complaints procedure
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 not. 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.
We are confident that we will give you a high quality service in all respects. However, if for any reason you have concerns about the way your matter is being handled, please raise the issue with the person dealing with your case. If however, you are still not happy with the situation, please feel free to contact our Complaints Handler, Mr. Haywood. Should your concern relate to Mr. Haywood please contact one of the other Directors, Mr. Lunn or Mr. Allen. Any complaint will be investigated within 14 days and then you will be invited to discuss any potential resolution to your concern.
We welcome all feedback positive and negative and at the conclusion of your case you will be sent a feedback questionnaire regards your case. However we welcome any comments throughout the concurrency of your case so please do not hesitate to contact us regularly in this regard.
What to do 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
Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9.00 to 17.00.
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
What to do if you are unhappy with our behaviour
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. - https://www.sra.org.uk/consumers/problems/report-solicitor/
Complaints Procedure