Raising a complaint with us
Ensuring we provide you with the highest levels of service is of the utmost importance to us.
If at any point in your dealings with us you have been unhappy with the service you received, we ask that you give us the opportunity to resolve any issue of concern by bringing it to our attention immediately.
We suggest you raise your concerns in the first instance with the individual working directly on your case. They should serve as your first point of contact, and will do everything they can to resolve problems where possible.
In the unfortunate event that this does not resolve the matter, you may wish to make a formal complaint to us. We direct you to Our Complaints Handling Procedure which will give you all the appropriate details you need.
The handling of your case will not be affected by you raising a complaint*.
It is always our aim to resolve any complaints raised as quickly as possible. All formal complaints made regarding our personnel or services are directly investigated by Tom Street our Client Care Partner.
Will I be charged to look into my complaint?
You won’t be charged for the time it takes us to investigate and respond to your complaint.
We may however, be entitled to charge interest on any outstanding balance owed on a bill issued in regard of your legal matter.
What if I’m not satisfied with the outcome of my formal complaint?
If you are not satisfied by the outcome, you have 2 options you can pursue:
- You can ask the Legal Ombudsman to look into your complaint
- You can raise the matter with the Solicitors Regulation Authority (SRA)
The Legal Ombudsman
Before they will investigate your complaint, the Ombudsman will check that you have attempted to resolve your complaint with us first.
A six month time limit will apply from the completion of Our Complaints Handling Procedure, within which you can request the involvement of the Legal Ombudsman.
Also, you can only request a Legal Ombudsman’s investigation if your complaint is:
- No more than 6 years from the date of act/omission; or
- No more than 3 years from when you should have reasonably known there was cause for complaint
As the scheme rules may be subject to change, we strongly advise contacting the Ombudsman to check the current position before moving forward.
Phone: 0300 555 0333 during office hours
Address: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
The Legal Ombudsman service is free of charge.
Solicitors Regulation Authority
Any concerns you may have about our behaviour can be raised with the Solicitors Regulation Authority. This could relate to issues of behaviour such as treating you unfairly because of a disability, your age or other characteristic, taking or losing your money, or dishonesty.
You can visit www.sra.org.uk for more information on how to raise any behavioural concerns you may have.
* It is highly unlikely that your complaint will prejudice or disrupt your case, however it could result in your being advised to seek alternative legal representation should we feel that would be in the best interest of both parties. In this unlikely event, we will advise you of this at the earliest opportunity.