Complaints Procedure – the Firm, the Solicitors Regulation Authority and the Legal Ombudsman
Whilst we endeavour to provide an efficient and professional service, there may be occasions when you are dissatisfied with the level of service that we have provided or our bill of costs. 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 as soon as possible, so that we can do our best to resolve the problem.
In such event, please discuss the matter with the solicitor handling your matter in the first instance and if you still continue to have concerns, please write to the firm and address your letter to the complaints partner. We shall endeavour to resolve your concerns in accordance with our internal dispute resolution procedure, a copy of which will be supplied to you at that stage. Making a complaint will not affect how we handle your case.
If you continue to be dissatisfied with our handling of your complaint, either about our services or about our bill of costs, you can refer the matter to the Legal Ombudsman, and details about the procedure for doing so can be obtained by visiting the website, www.legalombudsman.org.uk for Legal Complaints to consider the complaint and/or by applying to the court for an assessment of the bill under Part 3 of the Solicitors Act 1974. Please note however that if all or part of our bill remains unpaid, we are entitled to charge interest in accordance with paragraph 3(b) above.
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 raise your concerns directly with the Solicitors Regulation Authority. Details of which can be found on their website - https://www.sra.org.uk/consumers/
What to 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 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 a final response to your complaint and
- 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.
If you would like more information about the Legal Ombudsman, please contact them at;
Call: 0300 555 0333 between 9am to 5pm
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ