Complaints Procedure
We aim to provide an efficient and friendly service to all our clients. If at any time you are unhappy with the way your case is being dealt with, please feel free to complain. Once we know what you are unhappy about we can do our utmost to remedy the problem. The Director responsible for dealing with complaints is Helen Phillips. If you make a complaint, you should allow us eight weeks to try to resolve your complaint ourselves.
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it 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. If you have, then you must take your complaint to the Legal Ombudsman:
- Within six months of receiving our final response to your complaint
and
- No more than one year from the date of the act or omission being complained about; or
- No more than one year from the date when you should reasonably have known that there was cause for complaint.
For more information contact the Legal Ombudsman
Legal Ombudsman
PO box 6167
Slough
SL1 0EH
As a law firm, we are regulated by the Solicitors Regulation Authority. We must abide by the SRA’s principles to ensure that we behave independently, fairly and with integrity.
The Solicitors Regulation Authority can help if you feel that we have breached the SRA Principles, the SRA Standards and Regulations or the Solicitors Accounts Rules. In instances where you are concerned about the behaviour of the firm or a solicitor within it, for example dishonesty, treating you unfairly due to your age, sex, a disability or other characteristic, this would be a regulatory matter which should be brought to the attention of the Solicitors Regulation Authority.
The Solicitors Regulation Authority can be contacted in the following ways:
By Post:
Solicitors Regulation Authority
The Cube
199 Wharf Street
Birmingham
B1 1RN
By Telephone: 0370 606 2555 or on (+44)1213296800 for international callers.
Via the Website: https://www.sra.org.uk/consumers/problems/report-solicitor/