Complaints

We aim to provide the best service possible for all of our clients. 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 may do our best to resolve the problem.

In the first instance it may be helpful to contact the fee earner who is working on your matter to discuss your concerns and we will do our best to resolve any issues at this stage.

However, should you wish to make a formal complaint, then you may read our full complaints procedure here. Making a complaint will not affect how we handle your matter.

This firm is supervised by the Solicitors Regulation Authority who 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. The SRA have a range of legal powers that enable them to take different actions according to the severity of the breach and the risk posed to the public.  You can raise any concerns with the Solicitors Regulation Authority.

What to do 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 matter.

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.

Contact details

www.legalombudsman.org.uk
0300 555 0333 between 9am to 5pm.
enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

Under the EU Regulation on Consumer Online Dispute Resolution (ODR), the European Commission has established an online dispute resolution platform for dealing with complaints about a product or service bought online.  The platform can be found at www.ec.europa.eu/odr