Complaints Procedure

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Complaints Procedure

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.

If the complaint still remains unresolved internally, only then may you take your complaint to the Legal Ombudsman

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. We have 8 weeks to consider your complaint. If for any reason we are unable to solve the problem between us within that time frame, then you may ask the Legal Ombudsman to consider the complaint. The Legal Ombudsman may be contacted at PO Box 6167, Sough, SL1 0EH.   Please be aware that any complaint to the Legal Ombudsman must usually be made within 6 months of your having received a final written response from us about your complaint. Complaints to the Legal Ombudsman must usually be made within 1 year of the act or omission about which you are complaining occurring, or within 1 year from when you should have known about or become aware that there were grounds for complaint.

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently.

The Solicitors Regulation Authority (SRA) can help if you are concerned about our conduct, such as alleged dishonesty or alleged discrimination etc. Visit their website to see how you can raise your concerns with them. Please note that the SRA only deals with complaints regarding alleged breach of their principles. They do not deal with complaints regarding your case or the service received.