If you are dissatisfied with the service we have provided then you have the right to complain. The Legal Ombudsman service has been operational since 6 October 2010 and is ultimately responsible for ensuring that complaints are dealt with appropriately.
However, before you contact the Legal Ombudsman you must first register an official complaint with us. Normally, the Legal Ombudsman expects you to give us eight weeks to try to resolve the matter. If after eight weeks you are still dissatisfied you can then involve the Legal Ombudsman. For more information on how the Legal Ombudsman works please visit the Legal Ombudsman website.
The Solicitors Regulation Authority (SRA) 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 concerns with the SRA.
In normal circumstances you are required to register a complaint within one year. You must then give us eight weeks to try to resolve your complaint before contacting the Legal Ombudsman. A complaint to the Legal Ombudsman must normally be made within six months of the date of the conclusion of the Firm’s complaints procedure. In summary:
- You must register your complaint with us within one year
- The Legal Ombudsman expects you to give us eight weeks to try to resolve your complaint
- After this time, you can contact the Legal Ombudsman (but you must do so within six months)
To register a formal complaint, please write to us and include all the information suggested by the Legal Ombudsman – their website includes some useful resources.
In addition to the Legal Ombudsman, several other complaints bodies exist which are also able to deal with complaints about legal services – these are: Ombudsman Services, ProMediate, Small Claims Mediation and the European Online Dispute Resolution platform. Information about these alternatives can be found at: