Complaints Information

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 individual who is working on your case to discuss any 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 access our full complaints procedure here. Making a complaint about a service issue 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 with us first. If you have, then you must take your complaint to the Legal Ombudsman:

1. Within six months of receiving a final response to your complaint, and
2. Not later than one year from the date of the act or omission being complained about; or
3. Not later than one year from the date when you should have realised that there was cause for complaint.

There may be circumstances where the Legal Ombudsman has a discretion to accept out of time complaints. Please refer to the Legal Ombudsman’s website for further details at www.legalombudsman.org.uk

If you would like more information about the Legal Ombudsman please contact them directly. Their contact details are :

• Call: 0300 555 0333 between 9am and 5pm
• Email: [email protected]
• Web: www.legalombudsman.org.uk
• Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

The Solicitors Regulation Authority can help you if you are concerned about any non-service aspect of the firm. This includes any issue that you believe should be considered by the professional regulator of solicitors.

You can raise your concerns with the Solicitors Regulation Authority at www.sra.org.uk