We are committed to providing a high-quality legal service to our clients. When something goes wrong, we need you to tell us about it. This will help us to sort out any mistakes or misunderstandings, and to improve our standards.
In most cases, an informal chat with the lawyer responsible for your matter will resolve your concerns.
If the matter cannot be resolved then you can formalise your complaint. Our Complaints Manager Adam Sofi can record everything you are unhappy about and recommend the best solution for you.
Our Complaints Manager will conduct an initial investigation into the issues raised. This will normally involve reviewing your file and speaking to the lawyer responsible for your matter. We will send you a detailed reply which sets out our findings and any action plans or proposed resolutions within 5 weeks of sending you the acknowledgement letter.
If we have to change any of these timescales, we will let you know, explain the reason why.
If you remain dissatisfied with our findings or a period of eight weeks has expired since we acknowledged your complaint without our final response being received, you are entitled to refer your complaint to the Legal Ombudsman.
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 may 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 for Legal Ombudsman:
Call: 0300 555 0333 between 9am to 5pm.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
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, and can contact them here by visiting www.sra.org.uk