Legal Service Complaints

We are committed to providing high-quality legal services to all our valued clients. If you have any inquiries, concerns, or complaints, it is crucial that you bring them to our attention as soon as possible. We value your satisfaction and aim to promptly address any areas of concern, ensuring that your needs and worries are attended to effectively. By doing so, we hope to find a mutually agreeable resolution. To discuss any questions, concerns, or complaints you may have, we kindly request that you schedule an appointment with us. Whether you prefer a face-to-face meeting, a telephone conversation, or written correspondence, we are here to accommodate your preferences. Our primary objective is to actively listen to you, address any queries you may have, and engage in open and constructive discussions. We strive to foster a positive and collaborative environment, with the aim of resolving any issues and finding mutually beneficial solutions. Please do not hesitate to reach out to us. We are dedicated to providing you with the highest level of service we can and ensuring your satisfaction.

If your complaint relates to the costs we have charged then you may also the right to ask for a detailed assessment as set out on our invoice(s) pursuant to section 70-72 of the Solicitors Act 1974.

What will happen next: A letter will be sent to you acknowledging the complaint within 7 working days. The Principal will then investigate your complaint. The Principal will review your matter and as part of this investigation, the Principal will invite you to meet them to discuss and hopefully resolve your complaint. This will be done within 21 days of the acknowledgment. If the complaint is more complex, then the timescale could take longer and we will let you know when to expect a full response. Within 7 days of the meeting the Principal will write to you to confirm what took place and any solutions they have agreed with you. If at that stage, you are still not satisfied you should contact the Principal again to review the decision. We will write to you within 14 days of receiving your request to review, confirming our final position on your complaint and explaining our decision to you. If we need to change any of the timescales above, we will let you know and explain why.

We aim to conclude the process within eight weeks of the date of your complaint letter.

Eight weeks following your complaint, if it is not resolved you can contact the Legal Ombudsman. The legal Ombudsman will look at your complaint independently and it will not affect how we handle your existing case. Before accepting a complaint for investigation, the legal ombudsman will check that you have tried to resolve your complaint with us first.
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The Legal Ombudsman expects complaints to be made to them within six months of receiving a final response to your complaint 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 a cause for complaint.
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Contact details
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Visit: www.legalombudsman.org.uk
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Call: 0300 555 0333 between 9.00 to 17.00.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

From 22 January 2024, all written correspondence should be sent to:

Legal Ombudsman PO Box 6167, Slough, Slough, SL1 0EH.
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Alternative Complaint bodies ( such as ProMediate (UK) Limited - www.promediate.co.uk
are competent to deal with complaints about legal issues should you and this firm agree to use.

What to do if you are unhappy with our behaviour.

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonestly taking or losing your money or treating you unfairly 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.

Visit: https://www.sra.org.uk/consumers/problems/report-solicitor/

https://www.sra.org.uk/solicitors/standards-regulations

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