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.

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 three 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.

What do to 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:

• 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 9am to 5pm.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ