We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please contact us with the details. We have eight weeks to consider your complaint.
1. We will send you a letter acknowledging receipt of your complaint within two days of receiving it, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will normally involve passing your complaint to our complaints partner, Patrick Haynes, who will review your matter file and speak to the member of staff who acted for you.
3. Patrick Haynes will then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 7 days of sending you the acknowledgement letter.
4. Within three days of the meeting, Patrick Haynes will write to you to confirm what took place and any solutions he has agreed with you.
5. If you do not want a meeting or it is not possible, Patrick Haynes will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 7 days of sending you the acknowledgement letter.
6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another partner to review the decision.
7. 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 we are unable to resolve your complaint ourselves, The Legal Ombudsman can help you. They will look at your complaint independently and this 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 and they allow us eight weeks to consider your complaint and respond to you although we aim to provide a response within 21 days. Please note that there are time restrictions for you to do this. You should contact the Legal Ombudsman:
- Within six months of receiving a final written response from us about your complaint and
- No later than one year from the act or omission or
- One year from the date you should have reasonably known there was cause for complaint.
The Legal Ombudsman will not accept complaints where the act or date of awareness was before 6th October 2010.
The contact details for the Legal Ombudsman are as follows:
Website: legalombudsman.org.uk
Telephone: 0300 555 0333 between 8.30am to 5.30pm.
Email: enquiries@legalombudsman.org.uk
Write to: Legal Ombudsman, PO Box 6167 Slough SL1 0EH
The Solicitors Regulation Authority can help you if you are concerned about our behaviour. If you feel that we may have been dishonest or treated you unfairly because of your age, disability or other characteristic, then please refer to its website: http://www.sra.org.uk/consumers/problems/report-solicitor.page
All I can say is you were fantastic and thank you. I feel I can smile again and sort my health out.
I wanted to say thank you for what you have done. I have found both of you very professional, courteous and supportive throughout what has been a nightmare for me so thanks again.
Thank you for all of your work and support throughout my case, I am deeply grateful