The vast majority of our clients are very satisfied with the service we provide. If you feel that something has gone wrong please tell us so that the matter can be put right at an early stage.
If you are dissatisfied in any way about the handling of your matter, or if you wish to challenge or complain about our Bill, please discuss this with the person who has conduct of your matter and hopefully the problem can be resolved at that stage.
If you remain unhappy, please inform the person dealing with your matter that you are still not satisfied and we will provide you with a copy of our Complaints Policy. (A copy of this Policy is also available on request). We will then do our best to deal with and resolve your complaint in accordance with our Complaints Policy.
If matters are not resolved through our Complaints Procedure to your satisfaction, you may at the end of that procedure or after a period of eight weeks from the date of making the complaint to us make a complaint direct to the Legal Ombudsman ( ‘LeO’ whose contact details are set out below). Ordinarily a complaint must be made to the LeO within six months of receiving a final written response from us regarding your complaint. For exceptions to both time scales see the LeO website. As well as individuals, some, but not necessarily all, Trustees, Personal Representatives, Beneficiaries of an Estate, Charities and “Microenterprises” can complain to the LeO. Please refer to their website for more details about this. The LeO can investigate claims up to six years from the date of the problem happening or three years from when the complainant should reasonably have known there was cause for complaint. There are further detailed provisions relating to certain other time limits – please refer to the LeO website for the current guidance about these.
Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ.
Tel: 0300 5550333
Website: www.legalombudsman.org.ukThe Solicitors Regulation Authority can help 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. Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority (www.sra.org.uk).