Website Complaints Procedure
We want to give you the best possible service. However, if at any point you become unhappy or concerned about our service please 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 dealing with your matter to discuss your concerns and we will do our best to resolve any issues. If you would like to make a formal complaint, then you can read our full complaints procedure here. Making a complaint will not affect how we handle your case.
What to do if we cannot resolve your complaint.
Your right to complain to the Legal Ombudsman about a service complaint (if the complaint is from an individual, small business, charity, club, society, association or trust with a turnover of less than £1 million), the time frame for doing so and full details of how to contact the Legal Ombudsman
Your right to request an assessment of costs (if relevant) regardless of turnover
An alternative dispute resolution (ADR) body that you could choose to use.
If we are unable to resolve your service complaint ourselves to your satisfaction, the Legal Ombudsman can help if the complaint is from an individual, small business, charity, club, society, association or trust with a turnover of less than £1 million. 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.
What to do if you are unhappy with our behaviour.
The Solicitors Regulation Authority can help if you are concerned about a Solicitor’s 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.