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, please contact the person who is working on your matter to discuss your concerns, and we will do our best to resolve any issues. Raising a concern will not affect how we handle your matter.
If our response does not meet your concerns or you do not feel able to discuss them with us, you may be able to have your complaint heard by the Legal Ombudsman (www.legalombudsman.org.uk). The contact details for the Legal Ombudsman are: General Enquiries Team: 0300 555 0333; Legal Ombudsman, PO Box 6167, Slough SL1 0EH; email: enquiries@legalombudsman.org.uk
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 usually a complaint to the Legal Ombudsman should be raised:
- within 6 months of our final response to your complaint
and
- no more than one year of the act or omission that is being complained about; or
- no more than one year from the date when you should reasonably have known that there was cause for complaint.
If you are not entitled to complain to the Legal Ombudsman and you believe it is a matter of professional misconduct or a breach of the Solicitors Regulation Authority Code of Conduct (to which our firm is subject), you may complain to the Solicitors Regulation Authority (www.sra.org.uk). The contact details for the Solicitors Regulation Authority are: The Cube, 199 Wharfside Street, Birmingham B1 1RN (Tel: 0370 606 2555).
If you have concerns about an invoice, and we have not been able to resolve the issue, you may apply to the court to have the invoice assessed under Part III of the Solicitors Act 1974. However, please note that the Legal Ombudsman may not consider a complaint about an invoice if you have applied to the court for assessment of it.