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.
What will happen next?
We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
We will then investigate your complaint. This will normally involve passing your complaint to our partner Lionel Conner who will review your matter file and speak to the member of staff who acted for you. If the matter was originally dealt with by Lionel then the file will be passed to someone who was not involved to carry out the review
We will then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.
Within three days of the meeting we will write to you to confirm what took place and any solutions that present or can be agreed with you.
If you do not want a meeting or it is not possible we will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
At this stage, if you are still not satisfied, you should contact us again and we will arrange for someone unconnected with the matter at the firm, to review the decision.
We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
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 telephone your concerns with the Solicitors Regulation Authority on 0370 6062555 or write to them at The Cube, 199 Wharfside Street, Birmingham, B1 1RN or visit their website at www.sra.org.uk
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.
Any complaint to the ombudsman must usually be made within six months of the date of our final response on your complaint and no more than 6 years from the date of the act or admission complained of or no more than 3 years from when you should have reasonably known that there was a cause of complaint.
Call: 0300 555 0333 between 9am to 5pm.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ