Complaints Procedure

Introduction

We are committed to providing high-quality legal service to all our clients.  If something goes wrong, we need you to tell us about it, so that we can do our best to resolve the problem.

Making a Complaint

If you have a complaint concerning any aspect of our service or the bill, then please contact Nigel Ledger, Practice Manager to initiate our complaints procedure. We then have up to 8 weeks to consider your complaint.  If we have not resolved your complaint within that time you may complain to the Legal Ombudsman.

A full copy of our Complaints Policy can be found here.

What to do if we cannot resolve your complaint

If we are unable to resolve the complaint with you then you can have the complaint independently looked at by the Legal Ombudsman. Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then 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 you would like more information about the Legal Ombudsman, please contact them.

Contact details

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9.00 to 17.00.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

In addition to the Legal Ombudsman, several other complaints bodies exist which are also able to deal with complaints. Should both you and the firm wish to use such a scheme. these are: Ombudsman Services, ProMediate, Small Claims Mediation and the European Online Dispute Resolution platform. Information about these services can be found at:

www.ombudsman-services.org

www.promediate.co.uk

www.gov.uk/government/publications/small-claims-mediation-service-ex730

ec.europa.eu/consumers/odr/

Complaints about our professional conduct

If you are concerned about the professional conduct of the firm, or of an individual employed by the firm, you can contact the Solicitors Regulation Authority for advice. This could include concerns about dishonesty or a breach of the SRA Principles.

If you have any concerns you can raise these directly the Solicitors Regulation Authority.