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Complaints Procedure

We aim to provide the best service possible to all of our clients. However, if at any point you have any queries, concerns or become unhappy about the service you are receiving then you should inform us immediately, so we can do our best to resolve the problem for you.  We have a procedure in place which details how we handle complaints.

If you do have any issues, please raise these in the first instance with the solicitor handling your work. They will be keen to resolve your concerns as soon as possible.  If you feel you are unable to raise your issues with the individual directly or if you have and you are not satisfied with their response our client relations manager is happy to address your issues on your behalf prior to making a formal complaint.

You can view our full complaints procedure here.

Making a complaint will not affect how we handle your case. However, if you are not a client of this firm and you wish to make a complaint, kindly note we follow the same procedure above.

The Solicitors Regulation Authority (SRA) can help you 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.

You can raise your concerns with the SRA directly.

If we are unable to resolve your issues/formal complaint, then you can have your complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman service is available to members of the public as well as small businesses, charities and clubs. 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.  Any complaint to them: –

  • Should be made within six months of the date of our final decision on your complaint
  • No more than six years from when the problem occurred
  • Or three years from when you should reasonably have known there was cause for complaint

If you would like more information about the Legal Ombudsman’s services, please contact them directly: –

Any enquiry of this firm can be addressed to: –

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