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Complaints procedure

We are confident that we will give you a high quality of service in all respects. However, if at any point you become unhappy or concerned about the service that 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 was working on your case to discuss your concerns and we will do our best to resolve any issues at that stage.

If the issue is not resolved at that stage, then any complaint must be sent to us in writing. At the outset of your case, we will provide you with our full complaints procedure. Making a complaint will not affect how we handle your case, though in certain limited circumstances, if a complaint creates a potential conflict of interest we may be in a position where we are unable to continue receiving your instructions.

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

If we are unable to resolve the complaint with you, then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates problems about allegations of poor service from lawyer firms.

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:

  • No more than one year from the date of the act or omission being complained about; or
  • No more than one year from the date when you should have realised that there was cause for complaint;
    and
  • Within six months of receiving a final response to your complaint.

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

Contact details:

Visit www.legalombudsman.org.uk
Call 0300 555 0333 between 10am to 4pm
Relay UK: 18001 0300 555 0333
Email enquiries@legalombudsman.org.uk
Legal Ombudsman PO BOX 6167, Slough, SL1 0EH