We want to give our clients the best possible service and we take our Client Care duties with the utmost seriousness.
If at any point a client becomes unhappy or concerned about the service that we have provided then they should inform us immediately so that we can do our best to resolve the problem swiftly and satisfactorily.
In the first instance it may be helpful to contact the person who is working on the case to discuss any concerns and we will do our best to resolve any issues at that stage. To make a formal complaint, please read our full complaints procedure here. Making a complaint will not affect how we handle your case.
The Solicitors Regulation Authority can help if there are concerns about our behaviour. This could be for things like unfair treatment because of age, a disability or other characteristic, dishonesty, taking or losing money. We are committed to promoting equality and diversity.
You can raise your concerns with the Solicitors Regulation Authority (http://www.sra.org.uk/consumers/problems/report-solicitor.page).
What do to if we cannot resolve your complaint
The Legal Ombudsman can help if we are unable to resolve a complaint ourselves. They will look at the complaint independently and it will not affect how the case is handled.
Before accepting a complaint for investigation, the Legal Ombudsman will check that attempts have been made to resolve the complaint via this firm in the first instance. Any complaint to the Legal Ombudsman needs to be made:
Within six months of receiving the final response of this firm to the complaint
- No more than six years from the date of the act/omission; or
- No more than three years from when it should have been reasonably known that there was cause for complaint.
The contact details for the Legal Ombudsman are as follows:
Contracted with the Legal Aid Agency
- Authorised and regulated by the Solicitors Regulation Authority under Nos. 650937, 74843, 74844, 74845 and 74846