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 please contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues. If you would like to make a formal complaint this will not affect how we handle your case.
If you are not satisfied with the outcome following discussions with the caseworker, you can request that your complaint be referred to Jane Cowdrey, Director, who will confirm the company’s final decision.
What to do if we cannot resolve your complaint
If the complaint remains unresolved internally, only then may you take your complaint to the Legal Ombudsman. They will look at your complaint independently
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:
- Usually within six months of receiving our final response to your complaint
and
- Usually 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 reasonably have known that there was cause for complaint.
Further details are available at: www.legalombudsman.org.uk
The Legal Ombudsman can be contacted by:
Telephone: 0300 555 0333
E-mail: enquiries@legalombudsman.org.uk
Post: 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, such as for allegations of dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. The SRA do not deal with complaints regarding your case or the service received.
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.