We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service, we 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. Making a complaint will not affect how we handle your case.
What will happen next?
- We will acknowledge receipt of your complaint within 3 working days of receiving it and provide you with a copy of our complaints procedure.
- We will then investigate your complaint. This will normally involve passing your complaint to Head of Department or supervising partner who will review your file and speak to the member of staff who acts for you. We will then either write to you or invite you to a meeting to discuss and hopefully resolve your complaint. We will endeavour to do this within 21 days of sending you the acknowledgement letter.
- If you feel that your complaint has still not been dealt with to your satisfaction you should contact us again and we will arrange for Mr Jeffrey Lewis, the firm’s Complaints Partner, to review the decision. Mr Lewis can be contacted at 24 Camden high Street, London NW1 0JH. The firm’s Complaints Partner has overall responsibility for endeavouring to ensure that all complaints are resolved.
We will write to you within no more than 8 weeks from receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
If we have to change any of the timescales above, we will let you know and explain why.
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
- 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.
Call: 0300 555 0333 between 9.00 to 17.00.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
What to do if you are unhappy with our behaviour
The Solicitors Regulation Authority can help 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.
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.