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
If you would like to make a formal complaint, then you can read our full complaints procedure here [PDF]. 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.
If your complaint relates to a contract we entered into online or by other electronic means and we are unable to resolve it, you may also be able to submit your complaint to a certified alternative dispute resolution (ADR) provider in the UK via the EU ‘ODR platform’. The ODR platform is an interactive website offering a single point of entry for disputes between consumers and traders relating to online contracts. The ODR platform is available to consumer clients only, ie where you have instructed us for purposes outside your trade, business, craft or profession. The website address for the ODR platform is: http://ec.europa.eu/odr.
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.
You can raise your concerns with the Solicitors Regulation Authority.