We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service, then you should inform us immediately so that we can do our best to resolve the problem.
In the first instance, you should contact the fee-earner who is working on your case to discuss your concerns and we will do our best to resolve any issues. We have eight weeks to consider your complaint and if we have not resolved it within this time frame, you may refer your complaint to the Legal Ombudsman. Your complaint does not need to be in writing, and any complaint will not affect how we deal with your file.
The firm’s complaints procedure is as follows:-
- We will send you written confirmation acknowledging receipt of your complaint within 5 working days of receiving it, and will enclose a copy of our Complaints Procedure.
- Your complaint will be passed to our Senior Partner, John Green, who will review your file and speak to the member of staff acting for you.
- Mr Green will then discuss the situation with you and hopefully resolve your complaint within 2 weeks of the acknowledgement being sent to you.
- Within 5 working days of your discussion/meeting, Mr Green will confirm the contents of the meeting in writing and will also confirm the solutions agreed with you.
- If you do not want to discuss the matter, Mr Green will send you a detailed written reply to your complaint which includes his suggestions for resolving the matter, within 4 weeks of sending you the acknowledgement letter.
- If you are still not satisfied, you should contact us again and we will arrange for another partner to review the decision. We will then write to you within 14 days of your receiving your request for a review, confirming our final position on your complaint together with an explanation of our reasons. If you are still not satisfied, you can contact the Legal Ombudsman.
Contacting the Legal Ombudsman
The Legal Ombudsman will look at your complaint independently. 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 6 months of receiving a final response to your complaint, and no more than six years from the date of the act/omission and 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:
Telephone: 0300 555 0333 between 09:00 to 17:00
Address: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
Contacting the SRA
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. You can visit their website to see how you can raise your concerns with the Solicitors Regulation Authority: https://www.sra.org.uk/consumers/problems/report-solicitor/