We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service, please 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.
If you would like to make a formal complaint, you can read our full complaints procedure here:
Complaints Procedure (70kb)
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 which 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 twelve months from the date of act/omission; or
- no more than twelve months 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:
What to do if you are unhappy with our behaviour
The Solicitors Regulation Authority can 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 characteristic.
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.
