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.
In the first instance contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues. If such a person is unable to deal with your complaint to your satisfaction or if the complaint is a serious one then it will be referred to Vanessa Lloyd Platt.
Any such complaint will be responded to promptly. We will try to resolve any problem quickly and operate an internal complaint handling system to help us to resolve the problem between ourselves. We will endeavour to deal with your complaint within 7–14 days.
If you are still not satisfied with the result of your complaint, you can contact us again and we will then arrange to review our decision by arranging for someone in the firm, who has not been involved in your complaint, to review it within fourteen days.
Making a complaint will not affect how we handle your case. Our full complaints procedure which is contained within our Terms and Conditions of Business.
What to do if we cannot resolve your complaint
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.
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.
If we are unable to resolve your complaint within 8 weeks, then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about service issues with lawyers.
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:
- No more than one year from the date of the act or omission being complained about; or
- No more than one year from the date when you should have realised that there was cause for complaint; and
- Within six months of receiving a final response to your complaint.
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 6167, Slough, SL1 0EH
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 dishonesty, 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.
