Complaints Handling Procedure
Whilst we hope you will be happy with our service; we would prefer to know sooner rather than later if you are not. If you are unhappy with any aspect of the way in which your matter is being dealt with, at any time, we ask in the first instance that you contact the fee earner assigned to your case, by telephone or letter. If you are not happy that they have dealt with your complaint in a satisfactory manner, you should write to the Complaints Director, Mr Richard Carlin, who will investigate your complaint as quickly as possible, and if the complaint is not resolved will inform you of what other courses of action are open to you.
We have a complaints procedure which is available upon request.
If you are not satisfied that your complaint has been resolved within our complaints procedure, then you have the right to make your complaint to the Legal Ombudsman at P.O. BOX 6806 Wolverhampton WV1 9WJ telephone number 0300 555 0333 www.legal.ombudsman.org.uk/make-a-complaint. You should notify any complaint within 6 months of your last contact with us but after allowing us a reasonable period (up to eight weeks) to resolve your complaint through our complaints procedure.
The Solicitors Regulation Authority (SRA) could help if you think a solicitor or a firm might have been dishonest or if you have concerns about their behaviour. More information can be found on their website: https://www.sra.org.uk/consumers/problems/ You can also contact them at The Cube, 199 Wharfside Street, Birmingham, B1 1RN or Tel: 0370 606 2555.