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Complaints Procedure
We are committed to providing the best possible service. If you are unhappy with any aspect of our service, please let us know as soon as possible so we can try to resolve the matter.
How to raise a complaint
We want to give you the best possible service. However, if at any point you become unhappy about the service we have provided and you want to make a complaint, 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. We will do our best to resolve any issues at this stage.
If you would like to make a formal complaint, you can read our full complaints procedure in our client care document, which is available on request.
Making a complaint will not affect how we handle your case.
Solicitors Regulation Authority
The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could include issues such as dishonesty, taking or losing your money, or treating you unfairly because of your age, disability or another characteristic.
You can raise your concerns directly with the Solicitors Regulation Authority.
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, you must take your complaint to the Legal Ombudsman:
- Within six months of receiving a final response to your complaint; and
- No more than six years from the date of the act or omission; or
- No more than three years from when you should reasonably have known there was cause for complaint.