Concerned about our service?
We aim to offer you a service which is second to none and we are confident that we shall do so.
If you are dissatisfied in any way, please let us know and we shall do our utmost to remedy matters. Please rest assured that making a complaint will not adversely affect your case.
If at any time you become dissatisfied or concerned about our service please inform us immediately. Please contact the partner working on your case to discuss your concerns. He or she will do everything possible to resolve matters. If after this you remain concerned, we can arrange for another partner unconnected to your case to contact you to discuss and attempt to resolve.
If this fails to resolve matters to your satisfaction then you may invoke our following Formal Complaints Policy.
Formal Complaints Policy
We shall send you a letter acknowledging receipt of your complaint within 7 days of receiving it, enclosing a copy of this procedure.
We shall investigate your complaint. This will normally involve passing your complaint to a partner previously unconnected to your case, who will review the matter and speak to the partner or member of staff who acted for you.
The partner handling your complaint may invite you to a meeting or telephone call to discuss and hopefully resolve your complaint. He or she will do this within 14 days of sending you the acknowledgement letter.
Within 7 days of the meeting or telephone call, the partner handling your complaint will write to you to confirm what took place and any matters or solution agreed or not as the case may be.
If you prefer not to have a meeting or it is not possible, the partner handling your complaint will send you a detailed written reply to your complaint, including suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
At this stage, if you are still not satisfied, please let us know and setting out your reasons. The partner handling your complaint 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.
Legal Ombudsman
If notwithstanding our efforts, we cannot resolve your complaint direct with you, you may complain to the Legal Ombudsman.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint direct with us first.
You must refer any complaint to the Legal Ombudsman within six months of the date of our final written reply to your complaint. Ordinarily, you must refer a complaint to the Legal Ombudsman within:
(i) six months of receiving a final written response from us to your complaint;
(ii) not later than 6 years from when the problem (act or omission) occurred; or
(iii) not later than 3 years from the date you should reasonably have known that there was cause for complaint.
In case you ever needed them, the Legal Ombudsman’s contact details are;
Visit: www.legalombudsman.org.uk
Call: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman
PO Box 6806,
Wolverhampton,
WV1 9WJ
Please note that there may also be a right to object to our invoice by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974. Please also note that that if all or part of a bill remains unpaid the firm is entitled to charge interest on it.
For information on how and when a complaint can be made to the Solicitors Regulation Authority please click on the Solicitors Regulation Authority’s Digital Badge displayed on our website or visit www.sra.org.uk.