Complaints Procedure

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service, we have 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. Making a complaint will not affect how we handle your case.

Procedure:

  • Please provide details of your concerns in writing to:
    Managing Director 1st Floor Holborn Gate, 330 High Holborn, London WC1V 7QT
  • Within 3 days of receiving your complaint we will acknowledge receipt in writing.
  • We will conduct a full investigation and a review of the matter.
  • The Director will telephone you or invite you to a meeting to discuss and hope to resolve your complaint, within 28 days of sending you the acknowledgement letter.
  • If a meeting or telephone call cannot be arranged the Director will send a written reply to your complaint, including their proposals for resolving the matter within 28 days. 
  • If the complaint is of a more complex nature and we require more time you will be informed.
  • At this stage we would await your feedback and liaise with you as appropriate. 
  • If you remain unsatisfied with the conclusion, please inform us so we may review the decision with your comments.  
  • Once we have reviewed the matter, we will write to you within 7 days to confirm the final position. 

 

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 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.

 

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

Contact details:

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9.00 to 17.00.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

 

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.

The SRA’s contact details are:

The Cube, 199 Wharfside Street, Birmingham B1 1RN

Telephone: 0370 606 2555 / International: +44 121 329 6800
sra.org.uk/consumers/problems/report-solicitor