We are committed to providing a quality service to our clients. We value feedback from clients
greatly because it helps us to continually improve our service. If you do not feel that you are
receiving excellent client service or that something could be improved, please do tell us about
it.
If at any point you become unhappy or concerned about the service, we have provided them
you should inform us immediately, so that we can do our best to resolve the problem.
What do I do if I have feedback or a complaint?
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.
If you would like to make a formal complaint, then you can read our full complaints
procedure here.
Making a complaint will not affect how we handle your case.
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 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
and
• No more than 12 months from the date of act/omission; or
• No more than 12 months 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.
Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9.00 to 17.00.
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman, PO Box 6167, Slough, Berkshire SL1 0EH
What to do if you are unhappy with our behaviour?
The Solicitors Regulation Authority can help 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.
Visit their website to see how you can raise your concerns with the Solicitors Regulation
Authority.
