How to Complain

Information about our complaints process

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 Roberta to discuss your concerns and she will do her best to resolve any issues at this stage. If you would like to make a formal complaint, then you can read our full complaints procedure below. Making a complaint will not affect how we handle your case.

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 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 9.00 to 17.00.

Email:enquiries@legalombudsman.org.uk

Address: 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

Complaints Procedure

We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

You won't be charged for us handling a complaint and it won't affect how we handle your case.

We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman.

If you have a complaint, please contact us with the details.

What will happen next?
  1. We will aim to write to you acknowledging receipt of your complaint within two working days of receiving it and providing you with a copy of this procedure.
  2. We will then investigate your complaint. This will normally involve passing your complaint to Kevin McKenzie (or an independent lawyer if Kevin is not available), who will review your matter file and speak to Roberta.
  3. Kevin (or the independent lawyer) will then invite you to a meeting to discuss and hopefully resolve your complaint. They will aim to do this within 14 days of sending you the acknowledgement letter.
  4. Kevin (or the independent lawyer) will aim to write to you within three days of the meeting to confirm what took place and any solutions they have agreed with you.
  5. If you do not want a meeting or it is not possible, Kevin (or the independent lawyer) will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, normally within 21 days of sending you the acknowledgement letter.
  6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for the decision to be reviewed or, if we feel it appropriate, an alternative, such as review by another local solicitor or mediation to review the decision.
  7. We aim to write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  8. If you are still not satisfied, you can then contact the Legal Ombudsman about your complaint.

The address is: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

The website is at www.legalombudsman.org.uk

For further information, you can phone on 0300 555 0333 or email to enquiries@legalombudsman.org.uk

Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint and within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it).