We are committed to providing the highest quality of service to our clients. In the event you are not entirely satisfied with the service you have received from us, please follow the below complaints procedure.
WHAT DO I DO IF I HAVE CONCERN OR A COMPLAINT
At first it would be helpful if you could discuss any concerns which you have about our service or how it might be improved with the lawyer dealing with your matter. If the lawyer dealing cannot resolve your concern informally, or if the issue is of such a serious nature that you do not feel comfortable raising it with your lawyer, then you may discuss this with our complaints partner as a complaint under this policy.
HOW DO I RAISE A COMPLAINT UNDER THIS POLICY
It would help us if you could email with:
- why you feel dissatisfied with the service which you have received;
- how you would prefer to be contacted about your complaint;
- if there is anything in particular which you would like us to do to resolve your complaint.
If you would prefer not to email details of your complaint in this way then please call to discuss the best way to get an understanding of your concerns.
Making a complaint will not affect how we handle your case, and you will not be charged for time spent handling your complaint.
WHAT HAPPENS AFTER I HAVE MADE A COMPLAINT UNDER THIS POLICY
We will:
- send an acknowledgement of your complaint within 7 days of receiving it;
- log your complaint on our central complaints register;
- investigate the concerns and arrange a discussion with you to try to agree how to resolve the issues within 21 days of receiving your complaint;
- write to you within 28 days of receiving your complaint to confirm the outcome of this.
In exceptional circumstances it may be necessary to extend these timescales but we will try to agree any variations with you first. If you remain unsatisfied after 8 weeks at the latest we will always ensure that you are reminded at that time of how to make a complaint to the Legal Ombudsman if you are eligible to do so.
WHAT MIGHT THE OUTCOME OF MY COMPLAINT BE
We very much regret any dissatisfaction which our clients experience and will not hesitate to apologise to you where our service has fallen below our high standards.
We may also agree that certain steps will be taken to improve your situation and to ensure that any problems experienced will not reoccur.
WHAT TO DO IF WE CANOT RESOLVE YOUR COMPLAINT
The Legal Ombudsman may be able to help you if we are unable to resolve your complaint ourselves. For further information about this scheme, including whether you are eligible and the applicable time limits for contacting them, you should contact them using the details below or visit their website.
Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9am to 5pm.
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
You can also contact the Solicitors Regulation Authority (SRA) if you think a solicitor might have breached the Code of Conduct or SRA Principles. Reports can be made through the SRA website. You can find out more about the Solicitors Regulation Authority including their contact details and professional conduct rules on their website: www.sra.org.uk.