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Complaints Policy

I am committed to providing a high quality legal service to all of my clients and when something goes wrong, I want to encourage you to tell me about it. This will help you and help me to improve my standards.
 
I strive to deliver the best possible service. If at any point you become unhappy or concerned about the service that I provide, then you should inform me immediately so that I can do my best to resolve your concerns. 

Informal Complaints 

If you have a complaint about my service, please speak to me in the first instance. 

 

I often find that a telephone conversation can resolve things quickly, but you may prefer to put your concerns in writing and if so please send me an email, or a letter. I will contact you by email to acknowledge receipt and to make an appointment with you so that I can fully understand and explore the issues. 

 

If your complaint can be dealt with informally at this stage then I will write to you to explain the outcome of your complaint.

Formal Complaints

If your complaint cannot be resolved informally then it will follow the formal complaint procedure:

  1. A formal complaint must be made in writing.
  2. Any formal complaint will be dealt with quickly and reasonable efforts will be made to respond to your concerns.
  3. I will acknowledge a formal complaint within 3 working days of me receiving it and it will be recorded in the complaints register.
  4. Your complaint will be fully investigated this will involve a full review of the file and I may contact you during this process to discuss issues, clarify any concerns and to explore a possible resolution.
  5. Within 28 days of sending you the acknowledgement letter I will send you a detailed reply to your formal complaint including, where appropriate, suggestions for resolution.
  6. I have a total of 8 weeks to resolve your complaint. If I need to change any of the timescales above I will write to you in advance and explain why. Regardless of any change to the timetable you have the right to take your complaint to the Legal Ombudsman after 8 weeks from the date we received your formal complaint.

If  your complaint cannot be resolved?

Once you have received my final response, if you remain dissatisfied then you can contact the Legal Ombudsman. They will look at your complaint independently and it will not affect how I will handle your case. Before accepting your case the Legal Ombudsman will check that you have tried to resolve your complaint with me first. If you have not done this then they may refer you back to me 

Please note that when referring your complaint to the Legal Ombudsman, you must usually refer your complaint:

  • Within six months of receiving a final response from me about your complaint; and 
  • No more than one Year from the date of the act/omission giving rise to the complaint; or alternatively 
  • No more than one year from the date you should have reasonably known there are grounds for complaint.

Further details are available on their website at https://www.legalombudsman.org.uk.

You can contact the Legal Ombudsman either by telephone :0300 555 0333, or

their email address is enquiries@legalombudsman.org.uk, or

by writing to them at The Legal Ombudsman, PO Box 6167 Slough SL1 0EH. 

If you are concerned about my conduct.

This could be for things like dishonesty, taking or losing your money, or treating you unfairly because of your age, disability or any other protected characteristic. 

 

You can contact The Solicitors Regulation Authority at https://www.sra.org.uk/consumers/problems/report-solcitor/ to report your concerns.

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