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 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. 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, a disability or other characteristic.
You can raise your 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 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:
The time limits for referring a complaint to the Legal Ombudsman will be not later than:-
- One year from the date of the act or omission being complained about; or
- One year from the date when the complainant should reasonably have known there was cause for complaint.
The Legal Ombudsman will retain the ability to exercise discretion to extend the one-year time limit for specific customers if, on the evidence, it was fair and reasonable to do so.
You must also refer your complaint to the Ombudsman within six months of our final response.
The Legal Ombudsman will accept complaints from individuals and certain other entities. Please see their website (below) for further details.
Further information (including an explanation of the time limits) may be obtained by you from the Legal Ombudsman at any time. The Legal Ombudsman can be contacted at:-
PO Box 6806
Wolverhampton WV1 9WJ
Telephone: 0300 555 0333
(Please note that only copies of documents should be sent to the Legal Ombudsman’s office to avoid any original documentation being lost or destroyed.)
The Scheme rules which the Legal Ombudsman applies when dealing with complaints can be accessed here.