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 it may be helpful to contact the individual who is working on your case to discuss any concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, contact us in writing, either by email or letter.  To help us understand your complaint, and in order that we do not miss anything, please tell us:

• your full name and contact details
• what you think we have got wrong
• what you hope to achieve as a result of your complaint, and
• your file reference number (if you have it)

How will you deal with my complaint?

We will record your complaint centrally.  We will write to you within four working days acknowledging your complaint, enclosing a copy of our complaints handling policy.  We will investigate your complaint. This will usually involve:

• reviewing your complaint
• reviewing your file(s) and other relevant documents, and
• speaking with the person who dealt with your matter

We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.  We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you on the telephone.

We will update you on the progress of your complaint at appropriate times.  We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. We will aim to do this within 15 days of the date of our letter of acknowledgement.  If you are unable about the outcome of our complaints handling procedure, please let us know first and we will review the matter.

Complaining to the Solicitors Regulation Authority

The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty or treating you unfairly because of your age, a disability or other characteristic.

You can raise your concerns with the Solicitors Regulation Authority.

Complaining to the Legal Ombudsman

What happens if I don’t agree with your views on the complaint?

If we are unable to resolve the complaint with you then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates problems about poor service from 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.

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 10am to 4pm.

Relay UK: 18001 0300 555 0333

Email [email protected]

Legal Ombudsman PO BOX 6167, Slough, SL1 0EH