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Complaints Procedure

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.

  1. 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.
  2. If you would like to make a formal complaint about any aspect of the service that you receive from the fee earner dealing with your matter, any such complaint should initially be addressed to Frank Smith our Compliance Officer for Legal Practice (COLP). Making a complaint will not affect how we handle your case.
  3. The COLP will acknowledge your complaint within 5 working days. He may ask you to provide any supporting documents.
  4. The COLP will investigate the complaint and respond with his decision within 21 working days.
  5. The COLP may request a telephone call or face to face meeting to discuss the outcome of his investigation.

If you feel your complaint has not been dealt with satisfactorily and you are not satisfied with the outcome, please contact the Legal Ombudsman. The Legal Ombudsman will check with us first that you have tried to resolve your complaint with us. If you have, the time limits for taking your complaint to the Legal Ombudsman are:

  • within 6 months of the COLP’S final decision. The Legal Ombudsman cannot be contacted prior to an internal investigation;
  • within one year from the date of the act or omission being complained about; or
  • within one year from the date when you should have realised that there was cause for complaint.

If you would like more information about the Legal Ombudsman, you can visit them at www.legalombudsman.org.uk

The contact details are:
Tel: 0300 555 0333 between 9.00am and 5.00pm.
Email: enquiries@legalombudsman.org.uk

The Solicitors Regulation Authority (SRA) 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. Details of the principles and how to contact the SRA can be found at www.sra.org.uk.