Compliance
We are committed to providing high-quality legal advice and client care.
We want to provide you with the best possible service. However, if at any time you are unhappy or concerned about the service we have provided, please let us know immediately by speaking with the fee earner involved in your case so that we can resolve the problem.
The client care partner to whom any final issues can be reported. If you wish to make a formal complaint, you can request our full complaints procedure. Making a complaint will not affect how we deal with your case.
We have eight weeks to investigate your complaint. If we have not resolved it within this time, you may be able to complain to the Legal Ombudsman.
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 our final response to your complaint 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.
Before Involving the Legal Ombudsman
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve it with us first. If you have, then you must refer your complaint to the Legal Ombudsman:
- Within six months of receiving our final response to your complaint
- No later than one year after the date of the act or omission about which you complain
- No later than one year from the date on which you should reasonably have known that you had grounds for complaint.
What to do if you are unhappy with our behaviour
The Solicitors Regulation Authority (SRA) can assist if you are concerned about our behaviour. This could involve issues like dishonesty, taking or losing your money, or treating you unfairly because of your age, disability, or other characteristic. The SRA’s website has information about raising concerns about solicitors and law firms.
If you would like further information, you can contact the Legal Ombudsman by:
- Visiting www.legalombudsman.org.uk
- Calling 0300 555 0333 between 10.00 and 16.00
- Emailing enquiries@legalombudsman.org.uk
- Writing to the Legal Ombudsman at PO Box 6806 Wolverhampton WV1 9WJ
Any disputes or legal issues arising from our Client Care and Terms of Business will be determined by the laws of England and Wales and will be considered exclusively by the English and Welsh courts.
