Complaints Procedure
We are confident that you will receive an efficient and excellent service from this firm. However, if there is any aspect of service that you are not happy with for any reason , please raise your complaint in writing so that this can be resolved between yourself and the Principal Solicitor/Director.
If your complaint cannot be resolved internally, please confirm your remaining concerns in writing so that, at that stage, the Principal Solicitor/Director can refer your complaint to an independent complaints handler to provide an independent and objective view. Details of the independent complaints handler will be provided to you and they will contact you directly. Your complaint will be acknowledged within 5 working days of receipt by the independent handler and, you will be contacted within 8 weeks from the date of your complaint, with a full and detailed response to the issues raised.
In the event that your complaint cannot be resolved by the firm or the independent complaints handler and/or you remain dissatisfied with the response to your complaint, you can complain to the Legal Ombudsman or the SRA. If your complaint is about the service you have received or your bill, you can lodge a complaint with the Legal Ombudsman. The address is:
Legal Ombudsman, PO Box 6806, Wolverhampton, WV19WJ
E: enquiries@legalombudsman.org.
The Legal Ombudsman will consider complaints if they are made within six years of the date of the complaint, or within three years of the date you become aware of the problem (if this is later). Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us or the independent complaints handler.
If you wish to complain about our behaviour or professional conduct, you can raise your concerns with
the SRA. Details can be found by clicking on this link SRA | Reporting an individual or firm | Solicitors Regulation Authority. The telephone number is 0370 606 2555.
