We want to give our clients the best possible service. However, if at any point you become unhappy or concerned about the services we have provided you should inform us immediately so we can do our best to resolve the problem.
In the first instance please email email@example.com to raise your concerns and we will do our best to resolve any issues as soon as possible.
What to do if we cannot resolve your concerns and you would like to make a formal complaint:
Please be assured that making a complaint will not affect how we handle your matter. Please write to us at firstname.lastname@example.org setting out the details of your complaint. We will acknowledge receipt of your complaint within 3 days of receiving it and provide you with a guide on next steps.
We will then investigate your complaint. This will normally involve passing your complaint to a member of our senior team, who will review your matter file and speak to the relevant members of staff. You will then be invited to a meeting to discuss and hopefully resolve your complaint. We aim to arrange the meeting within 14 days of sending you the acknowledgement letter. If you would prefer to receive a written response instead of having a meeting, you will receive a detailed written reply to your complaint including suggestions for resolving the matter. This should happen within 21 days of sending you the acknowledgement letter.
At this stage, if you are still not satisfied, you should contact us again and we will arrange for someone else unconnected with the matter at the firm to review the decision. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons. If your complaint has not been resolved to your satisfaction within 8 weeks following the making of a complaint you may have a right to complain to the Legal Ombudsman (see further below). If our complaints procedure has been exhausted, we will write to you confirming that we cannot settle the complaint, of the name and website address of an alternative dispute resolution (ADR) approved body which would be competent to deal with the complaint and confirm whether we agree to use the scheme operated by that body.
If we have not resolved your complaint to your satisfaction you may be able to complain to the Legal Ombudsman. This applies if you are an individual, a business with fewer than 10 employees and turnover or assets not exceeding a certain threshold, a charity or trust with a net income of less than £1m, or if you fall within certain other categories (you can find out more from the Legal Ombudsman). The Legal Ombudsman will look at your complaint independently and it will not affect how we handle your matter.
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:
- within six months of receiving a final response to your complaint; and
- no more than six years from the date of act/omission 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 using the details provided below:
Legal Ombudsman contact details
What to do if you are unhappy with our behaviour
The Solicitors Regulation Authority can help 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. You can also find their contact details on our Legal Notice page