We hope that you will be entirely satisfied with our service however if there are any problems, please in the first instance talk to the solicitor dealing with your matter or their assistant in order that we can do our best to resolve the problem. If this does not resolve the problem, please raise a formal complaint in writing for the attention of Matthew Douglas who is the office-managing partner.
Once a formal complaint is raised, the office manager will respond to your complaint within 8 weeks, if you do not receive a response within 8 weeks you are able to take your complaint to the Legal Ombudsman.
The office manager will reply to you in writing setting out their understanding of the complaint and confirming how they intend to resolve the same. We hope to resolve any complaints and give you a satisfactory conclusion.
If you are not happy with how we have resolved your complaint, then you may contact the Legal Ombudsman. The Legal Ombudsman, established by the Office for Legal Complaints (OLC), under the Legal Services Act 2007. They will look at your complaint independently; this 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.
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
If the Legal Ombudsman considers that we have breached Solicitors Regulation Authority (“SRA”) principles they will confirm how to take your complaint to the SRA.
The SRA 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.
