Complaints procedure

We want to give you the best possible service.  However, if at any point you become dissatisfied 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.

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, disability or other characteristic.

You can raise your concerns with the SRA

What do to 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.

The Legal Ombudsman will usually only consider a complaint if our internal complaints procedure has been exhausted within the last six months.  The Legal Ombudsman contact details are as follows:

Contact details:

Telephone:
0300 555 0333

From Overseas:
+44 121 245 3050

Email:
enquiries@legalombudsman.org.uk

Website:
www.legalombudsman.org.uk

Write to:
Legal Ombudsman,  PO Box 6806, Wolverhampton,  WV1 9WJ