Complaints Procedure

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 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, then you can read our full Complaints Procedure. Making a complaint will not affect how we handle your case.

What to do if we cannot resolve your complaint

The Legal Ombudsman may be able to help you if we are unable to resolve your complaint ourselves. It will look at your complaint independently and this 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 done so but your complaint remains unresolved, the timescales below apply, should you wish to take your complaint to the Legal Ombudsman. You must submit your complaint to them:

• within six months of receiving a final response to your complaint; and
• within one year from the date of the act/omission being complained about; or
• within one year from the date when you should reasonably have known there was cause for complaint.

The Ombudsman has discretion to extend the one-year time limit for specific clients if, on the evidence, it is fair and reasonable to do so.

Please note, whilst it is open to you to submit a complaint to the Legal Ombudsman, it applies strict criteria to determine whether it will ultimately accept a complaint for a full investigation. It has discretion, for example, to dismiss or discontinue all or part of complaints that it does not deem to have had a significant impact on complainants or which it deems to be disproportionate to investigate due to the size and complexity of the complaint. More detailed information which you should be aware of before submitting a complaint to the Ombudsman is set out in our Complaints Procedure which is available here.

If you would like more information about the Legal Ombudsman, their contact details are as follows:

Visit: https://www.legalombudsman.org.uk/

Call: 0300 555 0333 between 9.00 to 17.00.

Email: enquiries@legalombudsman.org.uk

Write: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

What to do if you are unhappy with our behaviour

The SRA 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 the SRA’s website to see how you can raise your concerns with them.