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 you should inform us immediately so 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. If you would like to make a formal complaint, please contact our Practice Director on 01202 802807 or email ku.oc.walsnomolos%40ecitcarp or write directly to the Practice Director at the office. Making a complaint will not affect how we handle your matter.
What to do if we cannot resolve your complaint
We have eight weeks to consider your complaint. If we have not resolved it within this time you may be able to complain to the Legal Ombudsman. This applies if you are an individual, a business with fewer than 10 employees and turnover or assets not exceeding a certain threshold, a charity or trust with a net income of less than £1m, or if you fall within certain other categories (you can find out more from the Legal Ombudsman). The Legal Ombudsman will look at your complaint independently and it will not affect how we handle your matter.
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
(a) within six months of receiving a final response to your complaint; and
(b) no more than six years from the date of act/omission; or
(c) no more than three years from when you should reasonably have known there was cause for complaint.
If you would like more information about the Legal Ombudsman, please contact them.
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.