We are committed to providing you with the best possible service. However, if you become unhappy or concerned about the service, you should inform us immediately so that we can 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, you should submit this in writing to Sarah Rust, Solicitor/Compliance Officer for the firm. Your written complaint should set out full details of the issue in question. Making a complaint will not affect how we handle your case.
We will arrange a meeting with you, usually within one week of receiving your complaint.
At the end of the investigation, you will receive a report and we will arrange a meeting with you as soon as possible after producing the report in order to discuss the outcome.
If we cannot resolve your complaint
The Legal Ombudsman can help you if we are unable to resolve your complaint. 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 no later than:
- Within six months of receiving a final response to your complaint
- Within one year from the act/omission; or
One year from when you should reasonably have known there was cause for complaint.
For more information about the Legal Ombudsman, please visit their website at www.legalombudsman.org.uk
If you are unhappy with our behaviour
The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for issues such as dishonesty, losing your money, or treating you unfairly because of your age, a disability or other characteristic.
To raise your concerns with the Solicitors Regulation Authority, please visit their website at www.sra.org.uk