STANDARDS, REGULATION AND COMPLAINTS PROCEDURE
The firm seeks to provide its clients with the best possible service. However, if at any point a client becomes unhappy or concerned about our service then such client should inform us immediately, so that we can do our best to resolve the problem.
In the first instance it may be helpful for the client to contact the person who is working on the matter to discuss concerns and we will do our best to resolve any issues. If the client wishes to make a formal complaint, then please read our full complaints procedure as set forth in our engagement letter which we will have provided following receipt of instructions. If the client wishes, we can provide a duplicate of such letter. Making a complaint will not affect how we handle the relevant matter.
What to do if we cannot resolve a complaint
The Legal Ombudsman can help if we are unable to resolve a complaint ourselves. They will look at the relevant complaint independently and it will not affect how we handle the relevant matter.
Before accepting a complaint for investigation, the Legal Ombudsman will check that the client has tried to resolve the complaint with us first. If so, then the client must take your complaint to the Legal Ombudsman:
- Within six months of receiving a final response to the complaint
- No more than six years from the date of act/omission; or
- No more than three years from when the client should reasonably have known there was cause for complaint.
If any client would like more information about the Legal Ombudsman, please contact them.
Call: 0300 555 0333 between 9.00 to 17.00.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
What to do if you a client is unhappy with our behaviour
The Solicitors Regulation Authority can help if a client is concerned about any behaviour on the part of the firm. This could be for things like dishonesty, taking or losing money or unfair treatment because of age, disability or other characteristic.
Visit their website to see how concerns can be raised with the Solicitors Regulation Authority.