Complaints

We want to give you the best possible service.  If at any point you become unhappy or concerned about the service that we have provided, please tell us so that we can do our best to resolve the problem for you.

In the first instance, it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage.  If you would like to make a formal complaint, then you can read our full complaints procedure here.  Making a complaint will not affect how we handle your case.

The Solicitors Regulation Authority 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 visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.

What do to if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves.  The Legal Ombudsman investigates complaints about service issues with lawyers.  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 can take your complaint to the Legal Ombudsman.

The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern.  You must also refer your concerns to the Legal Ombudsman within six months of our final response to your complaint.

If you would like more information contact the Legal Ombudsman.