Complaints Procedure

Introduction

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 October 6th 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 and 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.

 

Timescales

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 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)
  • You must take your complaint to the Legal Ombudsman 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.

Getting Started

To register a formal complaint, please write to us and include all the information suggested by the Legal Ombudsman – their website includes some useful checklists and sample letters.

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:

Call 0300 555 0333 between 9.00 to 17.00.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

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.

Information about reporting an individual or firm can be found on their website

https://www.sra.org.uk/consumers/problems/report-solicitor


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