We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we then you should inform us immediately, so that we can do our best to resolve the problem.
In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, then you can read our complaints procedure below. Making a complaint will not affect how we handle your case.
The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.
You can raise your concerns with the Solicitors Regulation Authority. Further details on the Solicitors Regulation Authority complaints procedure can be found at: www.sra.org.uk/consumers/problems
What do to if we cannot resolve your complaint
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.
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
- 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.
- If you would like more information about the Legal Ombudsman, please contact them.
Call: 0300 555 0333 between 9am to 5pm.
Email: [email protected]
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
Our Complaints Procedure
Please do not hesitate to contact us if you would like to discuss our fees and charges at any point. If you do not feel that the information we have provided above regarding our fees and charges is adequate, you have the right to make a complaint to Nicola Marley (Finance Partner) ([email protected]) or Michael Wallin (Corporate Partner) ([email protected]) in the first instance and failing satisfactory resolution escalate to the Legal Ombudsman. The Legal Ombudsman requires that you bring a complaint to it within 12 months of discovering the problem and within 6 months of receiving a final response from your solicitor.