Complaints Wording

Complaints Policy
We are committed to providing you with the best possible service. However, if at any point you become unhappy or concerned about any aspect of the service that we provide then please let us know so that we can do our best to resolve the problem.
In the first instance it would be helpful if you could let us know so that we discuss your concerns and we will do our best to resolve any issues that have arisen. If you would like to make a formal complaint, however, then you can read our full complaints procedure here. We would like to reassure you that making a complaint will have no effect on 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 your approach to them will not affect
how we handle your case.
Before accepting a complaint for investigation, the Legal Ombudsman will check whether 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 from this firm 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.

If you would like more information about the Legal Ombudsman, please contact them as
follows:

  • www.legalombudsman.org.uk
  • 0300 555 0333 between 9.00 to 17.00.
  • Email: enquiries@legalombudsman.org.uk
  • By post to Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority (SRA) can also 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 personal characteristic. Should you wish to do so the SRA can be contacted at:

  • www.sra.org.uk
  • by post at The Cube,199 Wharfside Street, Birmingham B1 1RN.

Commitment
Finally, if you are unhappy about any aspect of the service that we are providing please let us know so that we can take steps to resolve any problems.