Complaints

We endeavour 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.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our utmost to resolve any issues. Thereafter, should you wish to proceed with making a formal complaint, then you can read our full complaints procedure which was included in our engagement letter to you. Making a complaint will not affect how we handle your case.

Should your concerns remain unresolved or you are not satisfied with the outcome, please contact us in writing at the address quoted, and we will register your complaint.

 

  • Once we receive your complaint, we shall write to you to confirm receipt and outline the next stages of the procedure of investigating your complaint which we will do within 5 working days.
  • Our Practice Manager will conduct an initial investigation into your matter and determine whether it would be beneficial to meet and discuss the matter further with you prior to concluding this initial investigation.
  • If you do not want a discussion or meeting or it is not possible, our Practice Manager will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 working days of sending you the acknowledgement letter.
  • At this stage, if you are still not satisfied, you should contact us again to explain why you remain unhappy with our response and we will review your comments.
  • We will write to you within 14 working days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

 

If after following the review process you remain dissatisfied with any aspect of our handling of your complaint, you may contact directly the Legal Ombudsman to ask them to consider the complaint further. The timescales for doing so are as follow:

 

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.

 

Contact details for the Legal Ombudsman are as follows:

 

Tel no: 0300 555 0333

Email: enquiries@legalombudsman.org.uk

Website: www.legalombudsman.org.uk

Post: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

 

If you are concerned or dissatisfied with our practices, you may approach the Solicitors Regulation Authority who can assist you. This may be for matters such as dishonesty, loss of money, or unfair treatment because of your age, a disability, or other characteristic.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.

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01525 712112

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Saturday: 10:00 - 13:00