Complaints Procedure
What to do if you are unhappy with our service
We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we provided then you should inform us immediately, 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 you would like to make a formal complaint, please send your complaint to us in writing for the attention of the Complaints Director. We have eight weeks to consider your complaint. Making a complaint will not affect how we handle your case.
What will happen next?
- We will send you a letter acknowledging receipt of your complaint within 5 working days of receiving it, enclosing a copy of this policy.
- We will then investigate your complaint. Our Complaints Director will review your matter file and speak to the member of staff who acted for you.
- Our Complaints Director will then write to you and, where appropriate, invite you to a meeting to discuss and hopefully resolve your complaint. They will do this within 14 working days of sending you the acknowledgement letter.
- Within ten working days of the meeting, our Complaints Director will write to you to confirm what took place and solutions they have agreed with you.
- If you do not want a meeting or it is not appropriate or possible, our Complaints Director will send you a detailed written reply to your complaint, including their suggestions for resolving the matter, within 21 working days of sending you the acknowledgement letter.
- At this stage, if you are still not satisfied, you should contact us again and we will arrange for another Director to review the decision.
- We will write to you within 14 working days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
What to do if we cannot resolve your complaint
If you are still not satisfied, you can then contact the Legal Ombudsman, PO Box 6167, Slough SL1 0EH, about your complaint. The Legal Ombudsman will check that you have tried to resolve your complaint with us first. They will look at your complaint independently.
Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint and
- within one year from the date of the act or omission about which you are complaining occurring; or
- within one year of when you should reasonably have realised that there was cause for complaint.
The Legal Ombudsman will look at the complaint independently and any investigation by them 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 the complaint with us in the first instance and you have suffered significant financial loss, stress or inconvenience, or detriment which deems it proportionate for them to investigate.
The Legal Ombudsman can be contacted at Legal Ombudsman, PO Box 6167, Slough, SL1 0EH, or at enquiries@legalombudsman.org.uk. Please visit their website, www.legalombudsman.org.uk for more information.
What to do if you are unhappy with our behaviour
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 via their website, www.sra.org.uk