Raising a complaint
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 at this stage. Doing this will not affect how we handle your case.
To help us understand your complaint, and in order that we do not miss anything, please tell us:
- your full name and contact details
- what you think we have got wrong
- what you hope to achieve as a result of your complaint, and
- your file reference number (if you have it)
If you require any help in making your complaint, we will try to help you.
How will we deal with your complaint?
We will record your complaint centrally and write to you within five working days acknowledging your complaint, giving you a copy of this policy and providing a timescale within which we hope to complete our investigation.
Your complaint will be investigated, this will usually involve:
- reviewing your complaint
- reviewing your file and other relevant documents, and
- speaking with the person who dealt with your matter
We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.
You will be updated on the progress of your complaint at appropriate times.
You may also, if appropriate be invited to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you on the telephone.
At the end of our investigation, we will write to you to tell you what we have done and what we propose to do to resolve your complaint. We will aim to do this within 14 days of the date of our letter of acknowledgement.
What if I am not satisfied with the outcome?
If you are still unhappy you can ask the Legal Ombudsman to look into your complaint. Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first.
There is a time limit within which you can request the involvement of the Legal Ombudsman which is generally six months from the completion of our complaints procedure. Please also note that you can also only request the Ombudsman’s involvement if either: (a) the issue you are complaining about happened on, or after, 6 October 2010; or (b) the issue happened before 6 October 2010 but you only became aware of it on or after 6 October 2010.
There is a long-stop date within which you must refer your complaint to the Legal Ombudsman. The date is no later than six years from the date of the act/omission or three years from when you should reasonably have known there was cause for complaint.
The scheme rules are subject to change and you can check the current position by contacting the Legal Ombudsman.
If you would like more information about the Legal Ombudsman, please contact them.
Call: 0300 555 0333 between 9am to 5pm.
Write: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
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.
What will it cost?
We will not charge you for handling your complaint.
Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding.
The Legal Ombudsman service is free of charge.
Will it affect my case?
It is highly unlikely that your complaint will prejudice or disrupt your case. Very occasionally though a complaint may impact on your case; for example, we may need to tell you to seek legal advice from another firm of solicitors. We will explain any such impact to you as early as possible.