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 at this stage.
If you would like to make a formal complaint, then you can read our full complaints procedure here. Making a complaint will not affect how we handle your case.
What do to if we cannot resolve your complaint?
Complaints about our behaviour
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. Information on reporting to the SRA can be found here.
Complaints about our service
The Legal Ombudsman (LeO) may 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. Please refer to the Legal Ombudsman’s website (details below) to see if you are able to use their service.
Before accepting a complaint for investigation, LeO will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to LeO within the following timescales:
- Within six months of receiving our 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.
Call: 0300 555 0333 between 9am to 5pm.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ