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Complaints Handling Procedure

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. Following notification of a complaint:

1. We will open a file for your complaint within a day of receiving it and we will send you a letter acknowledging your complaint and asking you to confirm or explain the details. You can expect to receive our letter within 3 days of us receiving your complaint. 

 

2. We will then investigate your complaint with a view to inviting you to a meeting to discuss the matter within 14 days from the date of our acknowledgement letter referred to in 1 above.

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3. If we meet to discuss the issues then, within 3 days of the meeting, we will write to you to confirm what took place and any solutions we have agreed.  

 

4. If you do not want a meeting or it is not possible, we will send you a detailed reply to your complaint.  This will include our suggestions for resolving the matter. We will do this within 5 days of completing our investigation.  

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5. At this stage, if you are still not satisfied, you can let us know and ask that we review our decision. This may happen in one of the following ways:

  • We will review the decision.  

  • We will arrange for someone who is not connected with the complaint to review our decision.  

  • We will ask our local Law Society or another local firm of solicitors to review your complaint.  

  • We will invite you to agree to independent mediation.  

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6. We will complete the review within 14 days of receiving your request for a review. In the case of review by our local Law Society, another firm of solicitors or independent mediation the process may take longer to complete, but we will keep you fully informed as to likely timescales.

 

7. We will then write to you within 3 days of completing the review, confirming our final position on your complaint and explaining our reasons.

If you are still not satisfied you can contact the Legal Ombudsman (“LeO”) by email at enquiries@legalombudsman.org.uk or by telephone on 0300 555 0333 or in writing to PO Box 6806, Wolverhampton WV1 9WJ. LeO is the independent complaints handling organisation set up by the Office for Legal Complaints under the Legal Services Act 2007 (www.legalombudsman.org.uk). They will look at your complaint independently and it will not affect how we handle your case. 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 at any point in the complaints process you are unhappy with our behaviour, the Solicitors Regulation Authority can help. 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 visit their website (www.sra.org.uk) to see how you can raise your concerns with them.

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