Complaints

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. If you wish to make a formal complaint, then our procedure is as follows:

1. We will acknowledge receipt of your complaint in writing via email and post within 7 days of you contacting us.

2. We will investigate your complaint by undertaking a thorough review of your file. We may contact you during this process should this be necessary. You should also feel free to contact us to discuss matters at any stage.

3. Within 14 days from the date of our acknowledgement letter, you will be invited to a meeting in order to discuss and help resolve your complaint.

4. Within 14 days of the date of the meeting, we will write to you to summarise our discussion and what course of action was agreed with you.

5. If you do not want a meeting or if it is not possible for you to attend, we will send you a detailed written reply to your complaint, including suggestions for resolving the matter, within 28 days from the date of the acknowledgement letter.

6. At this stage, if you are still not satisfied, you should contact us again to explain why and we will review your comments.

7. We will write to you within 14 days of receiving your request for a review, confirming this firm's final position on your complaints and providing you with the reasons.

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 www.sra.org.uk

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 about the 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 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.

Contact details
Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9am to 5pm.
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ