We always aim to give the best possible service at all times. Our client testimonials speak for themselves. So do the many strong word of mouth referrals that we get.
We don’t get complaints, but we are required by our regulator the SRA to tell you that if at any point you become unhappy or concerned about the service we provide then you should inform us immediately, so that we can do our best to resolve the issue.
In the first instance it may be helpful to contact the solicitor who is working on your case to discuss your concerns. We will do our best to resolve any issues informally and taking remedial steps as required. If you wish to complain about your solicitor and feel awkward discussing your complaint with him or her you can at any time contact our Practice Manager Chris Jackson, his door is always open. If your complaint relates to billing the best port of call in the first instance is either the solicitor working on your case or our Finance Manager Michele Crisp.
If we are unable to informally resolve any issue you might have and wish to make a formal complaint, then you can find our full Complaints Policy here. You have already been provided with a copy of this on opening a file. Please be reassured that making a complaint will not affect how we handle your case or how we treat you.
If you have serious concerns about the behaviour of the firm you can contact the Solicitors Regulation Authority.
The Legal Ombudsman can help you if we are unable to resolve your complaint. They will look at your complaint independently. 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.
You can contact the Legal Ombudsman by visiting www.legalombudsman.org.uk, by email at firstname.lastname@example.org, by phone on 0300 555 0333 between 9am to 5pm Monday to Friday or in writing at Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ.