Our Complaints Policy:
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 this firm to maintain and improve our standards.
Our Complaints Procedure:
If you have a complaint, please contact us with full details.
What will happen next?
- We will acknowledge your complaint.
- Your complaint will be recorded in our central register and a file will be opened for your complaint. I will do this within seven days of receiving your complaint.
- I will then start to investigate your complaint. This may involve one or more of the following steps:
-
- Your complaint will be considered and I will then send you a detailed reply within 21 days and,
- I may also invite you to a meeting to discuss the matter.
- At this stage, if you are still not satisfied, you can let me know. I will then arrange to review my decision.
- I will let you know the result of the review within 5 days of the end of the review. At this time I will write to you confirming my final position on your complaint and explain my reasons.
- If you are still unhappy with our response you contact the Legal Ombudsman.
What to do if we cannot resolve your complaints
- 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 our final response to your claim and
-
- No more than one year from the date of the act or omission being complained about; or
-
- No more than one year from the date when you should reasonably have known that there was cause for complaint
For more information contact the Legal Ombudsman www.legalombudsman.org.uk or write or contact them by telephone at:
Legal Ombudsman
PO Box 6167
Slough
SL1 0EH
T: 0300 555 0333
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 dishonest, taking or losing your money or treating you unfair because of your age, a disability or other characteristic.
Visit their website to see how you can raise your concerns with the www.sra.org.uk or write or contact them by telephone:
SRA
The Cube
199 Wharfedale Street
BIRMINGHAM
B1 1RN
T: 0370 606 2555
Principal: Paul J. Bryan LL.B (Hons.) Associate Solicitor: Shirley M. Lambert
Inverkip House
98 The Grove, Marton in Cleveland. TS7 8AP
This firm is authorised and regulated by the Solicitors Regulation Authority no. 461 839
