Complaints

Home > Complaints

Making A Complaint

We are committed to provide you with an efficient legal service, and we work hard to ensure that our clients are very happy with what we do. However, we do recognise that problems do sometimes arise.

You should bear in mind that we are often prevented from moving things forward quickly because we are required by law to comply with a protocol, or because we are required to comply with the requirements of the courts or our professional body.

But, if you do become dissatisfied with what is happening on file, please follow the full procedure set out in your client care letter.

In short, this process is:

  1. Raise your concerns to the person dealing with your case.
  2. If you are still unhappy, contact our client liaison team, who can investigate independently from your file handler and work to set things right.
  3. If we are still unable to alleviate your concerns and resolve the issue, our client liaison team can help you make a formal written complaint to our complaints manager.
  4. Finally, if we are not able to resolve your complaint internally, you are entitled to contact the Legal Ombudsman with details of your complaint.

The Legal Ombudsman is independent and impartial and will look at the facts of the matter to reach a fair outcome. The Legal Ombudsman’s contact details are:

The Ombudsman will only accept a complaint for investigation if you have tried to resolve the complaint with us first. Then, you will need to take your complaint to the Ombudsman:

  • Within six months of receiving a final response to your complaint, and
  • Within six years from the date of act/omission; or
  • Within three years from when you should reasonably have known there was cause for complaint.

    Submit A Complaint

    Have you tried to resolve the issue?

    Contact

    Send Us A Message

    Data Consent