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, it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint please put full details of your complaint in writing to Rachel Taylor. Making a complaint will not affect our handling of your case.

The Solicitors Regulation Authority (SRA) can help you 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.

You can raise your concerns with the SRA (www.sra.org.uk).

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 the matter with us first. If you have, then you must take your complaint to the Legal Ombudsman:

  • Within 6 months of receiving a final response to your complaint

And

  • No more than 6 years from the date of act/omission; or
  • No more than 3 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: www.legalombudsman.org.uk or call 0300 555 0333 Mon-Fri 9am-5pm; email: enquiries@legalombudsman.org.uk; or write to Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

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