Complaints and the Legal Ombudsman
We want to give you the best possible service, but if at any point you become unhappy with the service our lawyer has provided to you, or have concerns about your bill, then you should inform us immediately so that we can do our best to resolve the problem for you.
We have a procedure in place which details how we handle complaints which is available on request. We have eight weeks to consider your complaint. You must have tried resolving your complaint with us first, but if we are unable to help you then you can have the complaint independently looked at by the Legal Ombudsman.
The Legal Ombudsman investigates problems about poor service from lawyers.
Their time limits for investigating complaints are:
- Within six months of receiving a final response to your complaint:
- Six years from the date of act/omission; or
- Three years from when you should reasonably have known there was cause for complaint (if the act took place more than six years ago).
The act or omission, or when you should have reasonably known there was cause for complaint, must have been after 5 October 2010.
If you would like more information about the Legal Ombudsman their contact details are as follows:
Call 0300 555 0333 between 8.30am to 5.30pm
Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines, and will be included as part of any inclusive call minutes or discount schemes in the same way as geographic calls.
What to do if you are unhappy with our behaviour
The Solicitors Regulation Authority 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 you age, a disability or other characteristic.
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority sra.org.uk/consumers/problems/report-solicitor