Complaints Policy

We seek to provide a high quality service to all our clients.  If you think something does not gone right, we want to know about it.

If at any time you are concerned about your case or wish to make any comments on any aspect of our services or your bill, you should first of all speak to the Solicitor dealing with your matter. If after that you are still concerned, you should speak to the referral or supervising partner referred to in our letter of engagement.

If that discussion does not resolve things either, then we have a procedure in place which details how we handle complaints, which can be found here:

Complaints Handling Procedure

It is part of any properly regulated relationship that we should know how to disagree, and how to resolve those things. We hope never to have to use those processes, of course, but you are entitled know they are there.

The Legal Ombudsman expects complaints to be made to them within six years of the date of the act or omission about which you are concerned or within three years of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.

However, please note that from 1 April 2023 these time limits are changing. From the 1 April the Legal Ombudsman expects complaints to be made to them within a year of the date of the act or omission about which you are concerned or within a year of you realising there was a concern. The requirement to refer your concerns to the Legal Ombudsman within six months of our final response to you remains the same.

Visit www.legalombudsman.org.uk

Call 0300 555 0333 between 8.30am to 5.30pm (Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01or 02) from both mobiles and landlines.) Calls to the Legal Ombudsman are recorded and may be used for training and monitoring purposes.

For minicom call 0300 555 1777
Email enquiries@legalombudsman.org.uk
Legal Ombudsman
PO Box 6806,
Wolverhampton,
WV1 9WJ

Do not send original documents to the Legal Ombudsman. They will scan any documents you send to make computer copies and then destroy the originals.

The Solicitors Regulation Authority can help you 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.   You can raised your concern with the Solicitors Regulation Authority