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

In the first instance it would 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 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 the following time limits:

  • Within six months of receiving a final response to your complaint;

and

  • No more than one year from the date of act/omission being complained about;

    • or

  • No more than one year from when you should reasonably have known there was cause for complaint.

These time limits are as amended by the Legal Ombudsman from 1 April 2023 which since then has discretion to accept out of time complaints in circumstances where they determine it to be fair and reasonable to do so, instead of a test of “exceptional circumstances”.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details

Visit:www.legalombudsman.org.uk

Call: 0300 555 0333 between 9am to 5pm.

Email: enquiries@legalombudsman.org.uk

Mail Address:Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ