We want to give you the best possible service but recognise that everyone is human and sometimes things can go wrong no matter how hard we try. If at any point you should become unhappy or concerned about the service we have provided then you should let us know us immediately, so that we can do our best to resolve the problem.
In the first instance it is best 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. Alternatively, you can speak to another person at the firm. If you would like to make a formal complaint, then you can read our full complaints procedure here. Alternatively, contact us by email or telephone and we will send you a copy. 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, losing your money or treating you unfairly because of your age, a disability or other characteristic. You can raise such concerns with the Solicitors Regulation Authority.
You may also use the Online Dispute Resolution platform provided through the European Union if you have instructed us through our website, portal or by email. The link to this platform is: http://ec.europa.eu/consumers/odr
If we cannot resolve your complaint, the Legal Ombudsman may be able to help. 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, and you are still not satisfied, then you must take your complaint to the Legal Ombudsman:
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- 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 by visiting www.legalombudsman.org.uk or call them on 0300 555 0333 between 9am to 5pm.
You can also email them at enquiries@legalombudsman.org.uk or write to : Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
