We pride on giving you the best possible service. However, if at any point you are unhappy about the service, we have provided to you 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 discuss anything about the person who has conduct of your case or anyone else at the firm or wish 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.
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.
If we cannot resolve your complaint
If we are unable to resolve your complaint then the Legal Ombudsman can help you. 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:
|After which a complainant can refer their claim to Legal Ombudsman (LeO) if you have failed to resolve it
|From the date of the firm’s written response (but only if the firm gave the complainant all the required information)
|3 years (1 year from 1 April 2023)
|From the date of the act/omission
|6 years (1 year from 1 April 2023)
|From the date the complainant should reasonably have known there were grounds for complaint
|At LeO discretion
|LeO may extend time limits to the extent it considers fair in exceptional circumstances
If you would like more information about the Legal Ombudsman, please contact them.
Call: 0300 555 0333 between 9am to 5pm
Email: [email protected]
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ