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 below. Making a complaint will not affect how we handle your case.
What to do if we cannot resolve your complaint
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. 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
- 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.
If you would like more information about the Legal Ombudsman, please contact them.
Call: 0300 555 0333 between 9.00 to 17.00.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
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.
1. In the first instance the fee-earner receiving the complaint will endeavour to resolve the complaint but must notify his supervisor by email immediately upon receipt of the complaint.
2. If the complaint remains unresolved fourteen days after receipt then it will be formally acknowledged in writing by Jacqui Dark (nee Fulton). Should any further information or explanation be required we will ask the complainant for this within a further period of fourteen days.
3. All complaints that reach this stage will be recorded in a central register and a separate file will be opened for each one.
4. The complaint and additional information supplied will then be reviewed by Jacqui Dark (nee Fulton) in conjunction with the relevant fee earner against whom the complaint is made and by reference to the complainant’s file.
5. If appropriate we may suggest a meeting with Jacqui Dark (nee Fulton) to discuss and hopefully resolve it.
6. If there is no meeting then we will write fully to the complainant setting out the firm’s view and any redress that we feel appropriate (“the firm’s response letter”).
7. The firm’s response letter will be sent (by post or email) within twenty-one days of registration of the complaint (see paragraph 3 above) or fourteen days after any additional information or explanation is received or fourteen days after any meeting whichever is the later. If due to unforeseen circumstances the response letter is to be despatched beyond the twenty-one day time period notice will be given in writing to the complainant beforehand together with notice of the new date the response letter will be despatched.
8. In appropriate cases the complainant could be offered an apology, a reduction of a bill or repayment in relation to any payment received by the firm.
9. If the complainant is not satisfied with the proposals set out in the firm’s letter of response the complainant is invited to write to Jacqui Dark (nee Fulton) and the firm’s response letter will then be reviewed (“the final review”).
10. The result of the final review will be sent to the complainant (by post or email) within fourteen days of the date the complainant gives notice of dissatisfaction of the terms of the letter of response.
11. When writing to the complainant confirming the firm’s final position and setting out the reasons for it the name and address of the Legal Ombudsman (“the LEO”)will be supplied so that if the complainant remains dissatisfied contact can be made with the LEO.