We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we provided 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. If you would like to make a formal complaint, then you can read our full complaints procedure below. Making a complaint will not affect how we handle your case.
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
- 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 9.00 to 17.00.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
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.
Our Complaints Procedure
We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it.
If you have a complaint, please contact us with the details, preferably in writing.
What will happen next?
We will then send you a letter or email, acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
We will then investigate your complaint. This will normally involve passing your complaint to our principal, Mr Tosswill, who will review your file and speak to the member of staff who acted for you.
Mr Tosswill, who oversees our client relations, will then consider your complaint. He will inform you in writing of his findings. This will be done within 21 days of our acknowledgement letter.
If you are not satisfied with Mr Tosswill’s findings, you may ask for another lawyer in the practice to review the matter.
We will write to you within 21 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
If we have to change any of the timescales above, we will let you know and explain why.
If you are not satisfied with our handling of your complaint you can ask the Legal Ombudsman to consider it. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us. You can call them on 0300 555 0333 or email them at firstname.lastname@example.org, or write to them at PO Box 6806 Wolverhampton, WV1 9WJ.