Complaints Procedure

INTRODUCTION

We want to provide you the highest quality service. If you have received a poor or unhappy service please inform us and we can attempt to resolve this immediately for you. We wish that all our clients and customers are best served with their interests first.

We would suggest contacting the team member, solicitor, or practicioner that is dealing with your case to best deal with the issues that have surfaced. Our senior management will enforce priority to fixing any concerns or issues that surround your legal work being executed. It has to be mentioned that a complaint will not affect your case nor will you be charged for any time taken, dealing with an complaint.

Please read our full complaints procedure to understand how to complete a complaint.

UNABLE TO RESOLVE COMPLAINT

If you cannot resolve a complaint internally, please resort to the Legal Ombudsman. They will be able to assist you if you cannot come to a resolution with our team. All investigations on their behalf will occur independently and again will not affect your case nor how it is being executed. The Legal Ombudsman is accesible to most, however restricted to the likes of larger businesses and a complaints procedural scheme. Please see conditions for Legal Ombudsman complaint to be accepted.

A complaint to the Legal Ombudsman must be made:

Within six months of receiving our final response to your complaint and

No more than one year from the date of the act or omission being complained about; or

No more than one year from the date when you should reasonably have known that there was cause for complaint.

Please contact the Legal Ombudsman directly for further information.

Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9am to 5pm.
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman
PO Box 6167
Slough
SL1 0EH

It has to be declared that the Legal Ombudsman referenced, only deals with complaints to the level of service received. If there are more severe or serious actions of concerns that have taken place, this would be a matter for the regulation authority of solicitors and solicitor firms. Personal financial loss, dishonesty or unfair selection of treatment due to personal characteristics are the conditions that qualify for reporting to the SRA (Solicitors Regulation Authority). We ask to resolve these with a supervisor prior to reporting to the SRA. Please see their code of conduct and contact details here: www.sra.org.uk.