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Complaints procedure

We are confident that we will give you a high quality of service in all respects. However if at any point you become unhappy or concerned about the service that 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 was working on your case to discuss your concerns and we will do our best to resolve any issues at that stage. At the outset of your case, we will provide you with our full complaints procedure. Making a complaint will not affect how we handle your case, though in certain limited circumstances, if a complaint creates a potential conflict of interest we may be in a position where we are unable to continue receiving your instructions.

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 to do if we cannot resolve your complaint

If you are not satisfied with our handling of your complaint, you can ask the legal ombudsman to consider the complaint. They will look at it independently and subject to there being no conflict of interest it will not affect how we handle your case.

Normally you will need to bring a complaint to the legal ombudsman within six months of receiving a final written response from us about your complaint and the legal ombudsman will check that you have tried to resolve your complaint with us first.

A complaint to the legal ombudsman must be made:

  • Within six months of receiving a final response to your complaint, and
  • No more than six years from the date of act/admission; 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.

Contact details:

Visit: www.legalombudsman.org.uk.

Call: 0300 555 0333 between 9am and 5pm.

Email: enquiries@legalombudsman.org.uk

Writing: Legal Ombudsman
PO BOX 6806
Wolverhampton
WV1 9WJ

All firms of solicitors are obliged to attempt to resolve problems that clients may have with the service provided. It is therefore important that you immediately raise any concerns with us. We value all our clients, and would not wish to think that any have reason to be unhappy with us.