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 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 to do if we cannot resolve your complaint

Ordinarily the Complainant must have given the lawyer the opportunity to resolve the complaint under the Complaints procedure before the Ombudsman will become involved. However if after 8 weeks a resolution has not been achieved the complainant can refer their complaint to the Ombudsman. In exceptional circumstances or where the relationship has broken down to such an extent it is unlikely there will be a resolution, the Ombudsman has discretion to accept a complaint sooner without it having been referred to the firm at all.

If the authorised persons/ solicitors written response to a complaint includes prominently; an explanation that the Legal Ombudsman was available if the complainant remained dissatisfied, full contact details of the Ombudsman and a warning that the complaint must be referred  to the Legal Ombudsman within 6 months of the date of the written response then the complainant must ordinarily refer the complaint within 6 months of the date of the written response.

Ordinarily the complainant must refer the complaint to the legal Ombudsman  no later than 1 year from the act/omission or 1 year from when the complainant should reasonably have known there was cause for complaint.

Should the Authorised person/ solicitor claims that all or part of the complaint is not covered by the Legal Ombudsman/ is out of time/should be dismissed then the authorised person should provide reasons for their challenge at the earliest possible opportunity following which the Ombudsman will give all parties an opportunity to make representations before deciding on the issue“.

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 16.00.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman, PO box 6167, Slough, SL1 0EH.

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.