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:
- Raise your concerns to the person dealing with your case.
- If you are still unhappy, contact our client liaison team, who can investigate independently from your file handler and work to set things right.
- 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.
- 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:
- Visit: www.legalombudsman.org.uk
- Call: 0300 555 0333
- Email: firstname.lastname@example.org
- Post: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
Please note the Legal Ombudsman will look into complaints made within one year of the act or of you finding out about a problem, and within six months of our final response. The Ombudsman will only accept a complaint for investigation if you have tried to resolve the complaint with us first.