The material on this site is intended to provide only general information and it should not form the basis of legal advice concerning your rights or obligations on any particular issue nor does it preclude or restrict the need for you or anybody else to obtain detailed legal advice specific to the situation and circumstance.
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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 to your satisfaction. In the first instance you should telephone the person who is acting for you to discuss your concerns and he or she will do their best to resolve your issues. Note that disagreeing with our legal advice is not usually regarded as a complaint.
If you remain dissatisfied, then we ask that you to write to us so we may investigate it further. You should please provide the following details:
• Your full contact details and case reference
• The details of your complaint
• The remedy you are seeking
We shall, wherever possible, acknowledge your complaint within 48 hours and confirm how your complaint is being dealt with. We would normally outsource your complaint to another specialist lawyer to investigate it. In any case, the person appointed will be someone other than the person you are complaining about. The person appointed by us will write to you as soon as possible to let you know that they are conducting a review and they will reply to your complaint within 28 days. If in the event it is not possible to reply within 28 days, then they will explain why and a new date will be set.
The response to your complaint will explain:
• The nature and scope of the investigation which has taken place;
• The decision about your complaint and the basis for that decision; and
• If they find that you were justified in your complaint, their proposals for resolving the complaint to your satisfaction
All conversations and documents relating to the complaint will be treated as confidential. We will keep a written record of your complaint for a period of six years.
What do to 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 expect that you have tried to resolve your complaint with us first. There are time limits for taking your complaint to the Legal Ombudsman. These are:
• Within six months of receiving a final response to your complaint
• 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.
For more information about the Legal Ombudsman:
0300 555 0333 between 9am to 5pm.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
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