Complaints Policy

Our Complaint Procedure

The complaint procedure outlined here applies only to our clients. We want to give you the best possible service. If you become unhappy or concerned about the service we provide, including our charges, please tell us immediately so we can try to resolve the problem.

It may help to first contact the person working on your case to discuss your concerns. We will do our best to resolve issues at this stage. If you wish to make a formal complaint, you can read our full complaints procedure here. Making a complaint will not affect how we handle your case. You will not be charged for time spent handling your complaint.

What to Do if We Cannot Resolve Your Complaint

If we cannot resolve your complaint, the Legal Ombudsman may be able to help. They look at complaints independently. Accessing the Ombudsman will not affect how we handle your case. Most consumer clients (not large businesses) can use the Ombudsman scheme, although there are restrictions for some larger clients.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. The Ombudsman expects complaints to be made within one year of the act or omission you are concerned about, or within one year of realising there was a concern. You must also refer your complaint to the Legal Ombudsman within six months of our final written response.

Contacting the Legal Ombudsman

If you would like more information about the Legal Ombudsman, please contact them:

Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9am to 5pm
Email: enquiries@legalombudsman.org.uk
Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

Concerns About Professional Misconduct

The Ombudsman deals with concerns about the level of service received. If you have more serious concerns that a solicitor or a solicitor’s firm has been involved in professional misconduct, you can report this to the Solicitors Regulation Authority. This applies to serious acts such as dishonesty, taking or losing your money, or treating you unfairly because of your age, disability, or other characteristic.

We do not anticipate any such problems arising. If you have these concerns, please notify the matter supervisor straight away. You can find out more about the Solicitors Regulation Authority, including contact details and professional conduct rules, on their website.