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 please do not hesitate to contact us 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 they are unable to settle your complaint, then you should contact the Managing Partner via email at firstname.lastname@example.org or by telephone on 01420 88024.
WHAT HAPPENS NEXT?
We will send you a letter acknowledging your complaint asking you to confirm or explain the details set out within 5 working days. We will record your complaint in our central register and start to investigate your complaint. We will speak to the relevant person dealing with your matter and review the file and will contact you either to obtain more information or to arrange a telephone discussion or face to face meeting to try and resolve the complaint. We will endeavour to do this in the shortest possible time taking into account the information required but in any event within eight weeks of receiving your complaint. If you do not want a meeting or it is not possible, we will send you a detailed reply to your complaint which will include suggestions for resolving the matter. If a meeting does take place we will send you a letter confirming what took place and any solutions that have been agreed with you. If we are unable to resolve your complaint to your satisfaction or within eight weeks of it being made, you may have the right to refer it to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining. 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 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 and 5pm
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.