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
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.
Making a formal complaint
Our full complaints procedure [PDF] includes further details, including how to make a formal complaint. Making a complaint will not affect how we handle your case.
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 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 to 5pm.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
Alternative Complaints Bodies
Alternative complaints bodies such as ProMediate (UK) Limited exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. We will consider entering into an ADR process with ProMediate, subject to your agreement. Further details are available on their website www.promediate.co.uk.
The Solicitors Regulation Authority
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.
There is more information on the Solicitors Regulation Authority website, including details of how and when to contact them.