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.
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 informally at this stage.
Making a complaint will not affect how we handle your case.
If you would like to make a formal complaint, then you can read our full complaints procedure here.
If we are unable to resolve your complaint then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about service issues with lawyers.
The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned, or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.
The Legal Ombudsman’s contact details are:-
Telephone: 0300 555 0333
Minicom: 0300 555 1777
Post: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ.
Please note that some clients may not have the right to complain to the Legal Ombudsman, e.g. most businesses (unless defined as micro-enterprises), Charities or Clubs with an annual income of more than £1,000,000 or Trustees of a Trust with an asset value of more than £1,000,000.
We are required to inform you that alternative complaints handling bodies exist (such as Pro Mediate, Brow Farm, Top Road, Frodsham, Cheshire, WA6 6SP, 01928 732455, www.promediate.co.uk) which are able to deal with complaints about legal services should both you and we wish to use such a scheme. A full list of providers can be found at www.tradingstandards.co.uk. This is a form of mediation similar, but separate to, the Legal Ombudsman, known as alternative dispute resolution. Whereas it is free to use the Legal Ombudsman service, there is a fee for using an alternative complaints handling body. Therefore, given the cost and the fact that mediation is not binding on you or us, we see no benefit in this and we do not agree to a reference to such a body.
If someone thinks a solicitor might be dishonest or you have concerns about their ethics or integrity, they have the right to notify our regulator, the Solicitors Regulation Authority (SRA). They can help if you are concerned about our behaviour, for example things like dishonesty, taking or losing your money or treating you unfairly because of your age, disability or other characteristic. There are no time limits for making a report but there are limits on what the SRA will consider. Please note that the SRA is not able to deal with issues of poor service (complaints of this nature should instead be referred to the Legal Ombudsman). For further information about the SRA’s role, please contact the SRA or visit their website by clicking here.