We aim to provide an efficient and effective service to all our clients. However, we are aware that from time to time problems can occur and that you may have cause to complain. In the first instance, you should address any complaint or concern that you may have with the person dealing with your matter or with their supervisor. However, if they are unable to deal with your concerns to your satisfaction or if you would prefer not to deal with them, please contact the director in charge of complaints who is Paula Harvey.
We have a written procedure which explains how we handle complaints. A copy of the procedure is available upon request.
If you should have cause to complain, and in the unlikely event that we are unable to settle your complaint using our internal complaints process, then you have a right to complain to the Legal Ombudsman, an independent complaints body, established under the Legal Services Act 2007, that deals with legal services complaints.
You have six months from the date of our final letter to you in which to complain to the Legal Ombudsman and
no more than one year from the date of act/omission; or
no more than one year from when you should reasonably have known there was cause for complaint.
The Legal Ombudsman’s contact details are;
Legal Ombudsman
PO Box 6167
Slough
SL1 0EH
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 with the Solicitors Regulation Authority.
Telephone: 0300 555 0333
Email address: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk
The SRA "report a solicitor" page can be accessed here