We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service this firm has 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 at this stage.
Making a complaint will not affect how we handle your case.
Our complaints procedure
If you have a complaint, please contact us in writing with the details. We have eight weeks to consider your complaint.
What will happen next?
1. We will send you a letter acknowledging receipt of your complaint within seven working days of receiving it, enclosing a further copy of this procedure.
2. We will then investigate your complaint, review your matter file and speak to the member of staff who acted for you.
3. We will then invite you to a meeting to discuss and hopefully resolve your complaint. We will do this within 14 days of sending you the first acknowledgement letter.
4. Within seven working days of the meeting, we will write to you to confirm what took place and any solutions that have been agreed with you.
5. If you do not want a meeting or it is not possible, we will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 28 days of sending you the acknowledgement letter.
6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for review and confirm our final position on your complaint and explaining our reasons within 14 days of your further contact.
If you unhappy with the outcome the Solicitors Regulation Authority can help you 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.
What do to if we cannot resolve your complaint
You can raise your concerns with the Solicitors Regulation Authority
The Solicitors Regulation Authority could help you if you think this firm has been dishonest or you have concerns about our behaviour.
- Shutting down the law firm without telling you
- Dishonesty or deliberately overcharging you
- Taking or losing your money
- Treating you unfairly because of your age, a disability or other characteristic.
Call: 0370 606 2555 between 08.00 to 17.00 (Except Tuesdays 09.30 to 17.00)
Postal Address: The Cube 199 Wharfside Street Birmingham B1 1RN
You can raise your concerns with The Legal Ombudsman
The Legal Ombudsman could help you if you are not happy with our solicitor’s work or service
provided and need to put things right.
- Not replying to your emails, letters or calls
- Losing your documents or giving you unclear advice
- Charging you an amount you are not happy with
- Not explaining issues properly so you do not understand.
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.
Call: 0300 555 0333 between 9am to 5pm.
Postal Address: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ