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 you should inform us immediately, so that we can do our best to resolve the problem.

In the first instance, please contact the person who is working on your case to discuss your concerns who will then do their 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.

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.

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

• within one year of the date of the act/omission about which you are concerned; or
• within one year of you realising there was a concern.

If you would like more information about the Legal Ombudsman, their contact details are -

Telephone:  0300 555 0333     Minicom:  0300 555 1777

Website: www.legalombudsman.org.uk

Post:  Legal Ombudsman, PO Box 6167, Slough SL1 0EH