We want to give you the best possible service.  However, if at any point you become unhappy or concerned about the service we have provided, then you should inform us immediately so that we can do our best to resolve the problem. 

We define a complaint as any written or verbal expression of disatisfaction made by a client, approved supplier or other third party to any person in our organisation. A complaint may be identified in a letter, telephone call, email or in the course of a face to face converation.

We inform clients in writing at the outset of their matter of their right to complain and how complaints can be made.  In the first instance, it may be helpful for you to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at that stage. However, if you wish to make a formal complaint, please also read our complaints policy.  Making a complaint will not affect how we handle your case.

The Solicitors Regulation Authority can also help you if you are concerned about our behaviour.  For example, this could be for things like dishonesty, taking or losing your money or entreating you unfairly because of your age, a disability or other characteristic.  You can raise your concerns with the Solicitors Regulation Authority at www.sra.org.uk/solicitors/guidance/publishing-complaints-procedure/

What we can do if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves.  They will look at your complaint independently however, before accting a complaint for investigation the Legal Ombudsman will check that you have tried to resolve your complaint first with us. 

If you have tried to resolve your complaint with us, then you must take your complaint to the Legal Ombudsman:

• Within six months of receiving a final response to your complaint; and
• Not more than six years after the date of act or omission; or
• Not more than three years from when you should have reasonably have known there was cause for complaint. 

If you would like some more about the Legal Ombudsman, please contact them at www.legalombudsman.org.uk telephone number: 0300 555 0333 between 9.00 am and 5.00 pm on a working day or email enquiries@legalombudsman.org.uk

The Legal Ombudsman can also be contacted by post at PO Box 6806, Wolverhampton, WV1 9WJ.