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Service Standards and Complaints Policy

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, or our charges, 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 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 and we will make no charge for looking into your complaint.

Our Complaints Policy

 We are committed to providing a high quality of legal service to all of our clients. If you consider that we have not provided a satisfactory service, we will need you to tell us.  This will help us improve our standards.

If you have a complaint about any aspect of the service you have received, or our charges, and the person dealing with your matter has been unable to resolve it, please contact any of our offices for the contact details of the Complaints Director who you may contact direct with the details of your complaint.

What Will Happen Next?

  1. We will send you a letter acknowledging receipt of your complaint within 7 working days of us receiving it, enclosing a copy of this procedure.
  2. We will then investigate your complaint. This will involve passing your file to the Head of Department involved with your work who will review the file and speak to the member of staff who acted for you. The Head of Department will then contact you to address the issues raised.
  3. If you then wish to take matters further or do not believe the issues have been fully addressed, then it will be passed to our Complaints Director. Our Complaints Director will then review your complaint, contact you and invite you to a meeting to discuss, and hopefully, resolve your complaint.
  4. Within 21 working days of the meeting, our Complaints Director will write to you to confirm what took place and any solution they have agreed with you.
  5. If you do not want a meeting or it is not possible, our Complaints Director will send you a detailed written reply to your complaint, including any suggestion for resolving the matter, within 21 days of receiving notification from you that a meeting is not possible.
  6. If we have to change any of these timescales, we will let you know and explain why.
  7. If you are still not satisfied, you have a right to complain to the Legal Ombudsman at Legal Ombudsman Box 6806, Wolverhampton, WV1 9WJ. Any complaints to the Legal Ombudsman must usually be made within 6 months of the date of our final decision on your complaint but for further information, you should contact the Legal Ombudsman (0300 555 0333 or refer to the legalombudsman.org.uk).

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.

From 1 April 2023, different time limits will apply and you must refer your complaint to the Legal Ombudsman not later than:

  • one year from the date of the act or omission being complained about; or
  • one year from the date when you should have realised that there was cause for complaint.

The Legal Ombudsman does have a discretion to extend the 1 year time limit for specific customers if, on the evidence, it was fair and reasonable to do so.

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 9am to 5pm.

Email: enquiries@legalombudsman.org.uk

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.

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