We are committed to providing a high quality legal service to all our clients. When something goes wrong we need you to tell us about it. This will help us to improve our standards.

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we 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 at this stage.

If you would like to make a formal complaint, then you can read our full complaints procedure here.

We are committed to providing a high quality legal service to all our clients. When something goes wrong we need you to tell us about it. This will help us to improve our standards.

Your right to complain and to whom is mentioned in our Client care letter and the Terms of Business sheet. In the first instance your complaint should be addressed to the person dealing with your case or their supervisor. You will find their names in the section of the client care letter headed ‘People responsible for your work’.

If your complaint is not resolved at this stage we would ask that you set out your complaint in writing addressed to our Complaints Handler, Victoria Tyson, who will acknowledge your letter within five working days and thoroughly investigate your complaint and speak to the member(s) of staff who acted for you. She will then write to you within eight weeks with a view to resolving your complaint. Usually you will hear well within this period but sometimes a member of staff may be on holiday or ill.

Making a complaint will not affect how we handle your case. All complaints are dealt with promptly, fairly, and free of charge the Solicitors Regulation Authority can help you 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.

You can raise your concerns with the Solicitors Regulation Authority.

What to do if we cannot resolve your complaint.

If your complaint has not been resolved within 8 weeks you can complain to the Legal Ombudsman. The details of the Legal Ombudsman are set out below.

Cedr is an alternative dispute resolution approved body who are also competent to deal with the complaint. We agree to use the scheme operated by them in resolving complaints. They can be contacted at www.cedr.com

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

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.

As from 1^st April 2023, the time limits for referring a Complaint to the Legal Ombudsman will be no later than:

• One year from the date of the act or omission being complained about; or
• One year from the date when the complainant should have realised that there was cause for complainant.

If you would like more information about the Legal Ombudsman, please contact them.

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9am to 5pm.

Email: enquiries@legalombudsman.org.uk

 For more information please contact us.
     01229 822366