We aim to provide the best service possible to all of our clients. However, if you have any queries or concerns, we have a procedure in place which details how we handle complaints.
If you do have any queries or concerns, 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 at that point, you are not satisfied with their response and you would like to make a formal complaint, then you can view our full Client Complaints Procedure here. Making a complaint will not affect how we handle your case. If you are not a client of this firm and you wish to make a complaint, please read our Non Client Complaints Procedure for further guidance.
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.
If you are still not satisfied with our response to your complaint, you may be entitled to ask the Legal Ombudsman to consider the complaint. The Legal Ombudsman service is available to members of the public as well as small businesses, charities and clubs. Any complaint to the Legal Ombudsman should be made within six months of the date of our final decision on your complaint and 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 the problem occurred before 6 October 2010 or was more than six years ago). There are some restrictions on these time limits and for further information on whether you are entitled to have a complaint considered by the Legal Ombudsman, or on any aspect of its service, you should contact the Legal Ombudsman (Helpline number: 0300 555 0333 between 9am – 5pm) or refer to their website at: www.legalombudsman.org.uk. If you prefer to write to the Legal Ombudsman, the address is PO Box 6806, Wolverhampton WV1 9WJ or email firstname.lastname@example.org
The European Commission has established a platform (the ODR platform) under the EU Regulation on online dispute resolution for consumer disputes. The ODR platform can be accessed at: http://ec.europa.eu/consumers/odr
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