We are committed to providing a high-quality legal service to our clients. When something goes wrong, we need to you tell us about it. This will help us to sort out any mistakes or misunderstandings, and improve our standards.
If at any point you become unhappy with the service we provide to you, then please inform us immediately so that we can do our best to resolve the problem for you. In the first instance, please raise your concerns with the lawyer responsible for your matter, or if you prefer our client care partner by emailing firstname.lastname@example.org.
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 happen next?
1. We will acknowledge receipt of your complaint in writing within seven days of receiving it.
2. We will then investigate your complaint. This will normally be carried out by the Head of Department in which the complaint arose.
3. This should take no longer than 28 days. A personal meeting can be arranged if you wish.
4. You will receive a detailed written reply to your complaint, including suggestions for resolving the matter.
6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for the client care partner to review the decision.
7. We will write to you within 6 weeks of receiving your request, confirming our final position on your complaint and explaining our reasons.
8. If we have to change any of these timescales we will contact you and explain why.
What do to if we cannot resolve your complaint
The Legal Ombudsman can help 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 may take your complaint to the Legal Ombudsman. The Legal Ombudsman expects complaints to be made to them within:
- six months of receiving a final response from us to your complaint, and
- one year from the date of the act or omission being complained about; or
- one year from the date when the complainant should have realised that there was a 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
Changes to this policy
This policy was published on 1 April 2023 and last updated on 15 April 2023.
We may change this policy from time to time. When we do, we will inform you via our website.