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.
Your concerns will be investigated promptly and objectively.
How your complaint will be handled
We will acknowledge receipt of your complaint within 3 working days of receiving it, forwarding you a copy of this procedure. We will address your concerns using the same method of communication as your original complaint unless you confirm otherwise.
We will then investigate your complaint. This will normally involve a thorough review of your matter file.
We aim to provide you with a written response to your complaint, including our proposals for resolving the complaint, within 15 working days of us sending the acknowledgement of receipt.
If the issues raised are complex and we anticipate that it will take longer to deal with your complaint, we will contact you within the 15 working days to give you an approximate timescale of when you can expect a complete response.
The written response will request that you contact the firm to discuss its contents. Alternatively, if we believe it would be helpful, we will suggest a meeting to discuss the investigation and our proposals in person.
Once we have had the opportunity to discuss these with you, we will within 3 working days send you written confirmation of the discussions and any solutions agreed.
At this stage, if you are still not satisfied, you should contact us again and we will arrange to review the decision again.
We will write to you within 10 working days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
What do to if we cannot resolve your complaint
If you are unsatisfied with the firm’s complaints procedure or our final response, you have a right to complain to the Legal Ombudsman, an independent complaints body which deals with legal services complaints.
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
- within six months of receiving a final response to your complaint; and
- no more than six years from the date of act/omission; or
- no more than three years from when you should reasonably have known there was cause for complaint.
The Legal Ombudsman’s contact details are as follows:
PO Box 6806
Telephone: 0300 555 0333
The Solicitors Regulation Authority may also be able to help you in certain circumstances.