Legal & Regulatory
Making a Complaint
We are committed to putting clients first. Our aim is to listen to understand our clients’ needs and to work with them to help achieve their objectives. We are committed to providing a high quality service and to dealing with all our clients fairly.
We acknowledge that despite our best intentions we may not always get it right. If at any point you become unhappy or concerned about our service, we need you to tell us about it immediately so that we can do our best to understand and resolve the situation.
Making a complaint to us
If you feel unhappy about any aspect of our service please raise your dissatisfaction with the person who is dealing with your case. If you think this is inappropriate, please contact the solicitor with overall responsibility for your case. You will find details in the Confirmation of Instructions Letter received at the start of your case.
If after doing the above, you remain dissatisfied and you wish to make a formal complaint please contact our Risk and Compliance Manager, Jamie Metcalf. Making a complaint will not affect how we handle your case.
What to do 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 direct with us first. If you have, then you must take your complaint to the Legal Ombudsman:
- Within six months of receiving our final response to your complaint
and
- No more than one year from the date of the act or omission being complained about; or
- No more than one year from the date when you should reasonably have known there was cause for complaint.
For more information about the Legal Ombudsman contact:
Call: 0300 555 0333 between 9am to 5pm
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
What to do if you are unhappy with our behaviour
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.
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority