We are legally required to publish details of our complaints policy on our website.
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 at this stage. If you would like to make a formal complaint, then you can read our full complaints procedure here. [link to your process] 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.
Our Complaints Procedure
If you have a concern or complaint, please contact the case worker dealing with your matter.
The case worker will investigate your complaint and reply to you in a timely manner.
If you are not satisfied with the response received, you can write to Solicitor Director, Steve Williams at email@example.com
We will acknowledge receipt of your complaint within 3 working days of having received it.
We will then investigate your complaint. This will involve Steve Williams reviewing your case file and discussing the matter with your case worker.
We will send a detailed response to your complaint within 21 days of sending the acknowledgement.
If you are not satisfied by this response, you should contact us again and we will arrange for another Director or Solicitor to review the decision.
We will complete this review and write to you confirming our final position on your complaint, within 21 days of having received your request for us to review our earlier response.
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 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 9am to 5pm.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ