We aim to offer all our clients a friendly and efficient service however we do accept that, from time to time clients may wish to express concern about the legal process or the service provided by our firm or our professional service providers. If for any reason you are unhappy about any aspect of your representation please make initial contact with the Manager responsible for the team who has conduct of your case. Full contact details can be found on all communications sent to you by our firm.
If the Team Manager is not able to resolve the matter to your satisfaction, or you consider it inappropriate to contact that individual, then we would ask that you contact the Customer Services Manager to discuss your concerns.
The Customer Services Manager can be contacted by the following methods:
If, for whatever reason, you feel unable to make the complaint personally we are able to accept complaints from another person but, in the absence of express verbal or written consent from you, we will not be able to discuss the details of your case with them. Our response will be directed, in writing, to you. You may wish to consider letting us have specific instructions to deal with another person in these circumstances.
On receipt of your complaint our Customer Service Team will acknowledge it and may attempt to resolve the issues with you informally over the telephone if this is appropriate.
If your complaint cannot be resolved in this way or if the Customer Service Team feels that a more thorough investigation is needed, your complaint will proceed to Step 2 of the complaints procedure.
Whilst we aim to respond to you within 21 days, as per the guidelines set by the Legal Ombudsman, we have 8 weeks from the date that we receive your complaint to resolve it to your satisfaction. If upon receipt of our final formal response or upon expiry of the 8-week period you remain unhappy, you are entitled to refer the matter to the Legal Ombudsman whose details can be found at the bottom of this page. However, we will always be happy to discuss the issues with you further if you wish to do so prior to taking this step.
Normally, you will need to bring a complaint to the Legal Ombudsman within:
Where you have followed our complaints procedure, the time limit for pursuing a complaint to the Legal Ombudsman is no later than six months from the date on which you received a definitive response to your complaint from this firm, or from the last day of the eight-week period, whichever is the earlier.
There are exceptions to the eight week and six months rules. For information relating to those exceptions, please refer to the scheme rules on the Legal Ombudsman website.
The Legal Ombudsman can be contacted in the following ways: