It is a regulatory requirement that law firms regulated by the Solicitors Regulation Authority ('SRA') have a written complaints procedure and publish a copy on their website.
We take pride in providing a good quality service to our clients. If at any point you become unhappy or concerned about our service please inform us immediately so that we can attempt to resolve the problem straight away.
As a first step we would invite you to speak with the solicitor dealing with your case to share your concerns and we will seek to deal with any issues at that stage. We would envisage most complaints can be resolved in this matter but if the matter remains unresolved, the next would be for you to send in your concerns in writing for the attention of the compliance officer to the following email address: email@example.com.
Your complaint will then be acknowledged and investigated following which a response will be sent in writing to you. The investigation may include requesting any documents from you and/or inviting you to discuss the matter further at a meeting or over the telephone if appropriate. The target date for responding to the complaint would be 4 weeks from the acknowledgment of the complaint.
If you remain unhappy following receiving the outcome to the complaint you should write to us in response requesting a review of the decision and your reasons and grounds for this. Your review will be considered and we will write to provide our response to your request for a review. Again we may request any additional documents from you and/or invite you to discuss the matter further. The target date for responding to the review will be 4 weeks from receipt of the request for a review. This will be the conclusion of our company complaints procedure.
In the unlikely event we cannot resolve your complaint through this complaints procedure you can raise your matter with the Legal Ombudsman. The Legal Ombudsman can be contacted by post at PO Box 6806 Wolverhampton WV1 9WJ and by telephone on 0300 555 0333. The Legal Ombudsman operates the following time limits: within six months of receiving the final response to the complaint from us and no more than three years from the time you should have reasonably have known there was cause for complaint or no more than six years from the date of act or omission. Please note the Legal Ombudsman only deals with service complaints, any complaints about conduct should be addressed to the SRA.