The information contained in this page is required by rule 2.1 of the Solicitors Regulation Authority’s Transparency Rules.
Our Complaints Handling Procedure
We want to give you the best possible service. In the highly improbable event 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.
- Please submit your written complaint to us. (If you submit an oral complaint, we will request that you submit it in writing).
- We shall acknowledge receipt of your written complaint as soon as reasonably possible after its receipt.
- Thereafter, we shall investigate your complaint.
- We shall provide you with our substantive written response to your complaint as soon as reasonably possible after completing our investigation.
Making a complaint will not affect how we handle your case.
The Legal Ombudsman
The Legal Ombudsman may help you if we are unable to resolve your complaint ourselves. The Legal Ombudsman will look at your complaint independently and any complaint to the Legal Ombudsman 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:
- 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:
Visit:www.legalombudsman.org.uk
Call: 0300 555 0333 between 9.00 to 17.00
Email:[email protected]
Write: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
The Solicitors Regulation Authority
The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like alleged dishonesty, allegedly taking or losing your money or allegedly treating you unfairly because of your age, a disability or other characteristic.
Visit their website to see how you can raise any concern with the Solicitors Regulation Authority. (https://www.sra.org.uk/consumers/problems/report-solicitor/)
