Making a complaint
Providing the highest quality service in all our dealings with you is very important to us and we treat any failure to do this very seriously.
If at any point you have been unhappy with the service you have received, we request that you make us immediately aware of any issues of concern. We can then attempt to resolve them as quickly as possible.
At first, we suggest you raise any issues with the individual working directly on your case. They will then attempt to do what they can to resolve the situation.
However, in the unfortunate event that you feel it necessary to raise a formal complaint with us please view Our Complaints Handling Procedure in order to help you do so.
The handling of your case will not be affected by your making a complaint*.
It is our aim to resolve complaints as quickly as possible, and to your satisfaction.
Our Client Care Partner, Tom Street will directly investigate any formal complaint made about our personnel or services.
Will I be charged for the time it takes you to investigate my complaint?
Any time we spend investigating your complaint will not incur a charge to you.
However, we may be entitled to charge interest on all, or a proportion of, a bill that has been issued to you regarding your legal matter, if is still outstanding.
What if you are not satisfied with the outcome of your complaint?
You have two options if you are unsatisfied with the outcome of your formal complaint:
- The Legal Ombudsman
- The Solicitors Regulation Authority (SRA)
The Legal Ombudsman
Before they will investigate your complaint, you need to be aware that the Legal Ombudsman will want to know that you have attempted to resolve your complaint with us before approaching them.
A six month time limit will apply to your request for their involvement from the completion of Our Complaints Handling Procedure.
You are also only able to request a Legal Ombudsman’s investigation if your complaint is:
- No more than 6 years from the date of act/omission; or
- No more than 3 years from when you should have reasonably known there was cause for complaint
As the scheme rules may be subject to change, we advise that you contact the Ombudsman to check the current position.
The contact details are:
Phone: 0300 555 0333 during office hours
Address: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
The Ombudsman service is free of charge.
Solicitors Regulation Authority
Any concerns you may have about our behaviour can be directed to the Solicitors Regulation Authority. Such behaviour could relate to issues such as taking or losing your money, dishonesty, or treating you unfairly because of a disability, your age or other characteristic.
Visit www.sra.org.uk for more information on how to raise your concerns with the Solicitors Regulation Authority.
* Whilst it is highly unlikely that your complaint will prejudice or disrupt your case, it may result in you being advised by us to seek alternative legal representation. This may be the case where we believe it to be in the best interest of both parties. In this unlikely event, we will advise you accordingly as soon as possible.