We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.
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.
For more information on the professional conduct rules, please see https://www.sra.org.uk/solicitors/standards-regulations/
You can raise your concerns with the Solicitors Regulation Authority.
You can find out more about the Solicitors Regulation Authority including their contact details and professional conduct rules on their website at https://www.sra.org.uk and can see how to report misconduct at: https://www.sra.org.uk/consumers/problems/report-solicitor/.
The Legal Ombudsman may be able to help you if we are unable to resolve your complaint ourselves. They will look at complaints independently and accessing the Ombudsman will not affect how we handle your case.
Most ‘consumer’ clients (as oppose to large businesses) will be able to make use of the Ombudsman scheme however there are restrictions for some larger clients. Before accepting a complaint for investigation, the Legal Ombudsman will normally check that you have tried to resolve your complaint with us first. You must take your complaint to the Legal Ombudsman within six months of receiving a final response to your complaint from us.
From 1 April 2023, the Legal Ombudsman also expects complaints to be made to them within 1 year of the date of the act or omission about which you are concerned (prior to 1 April 2023: 6 years) or within 1 year of you realising there was a concern (prior to 1 April 2023: 3 years). The requirement to refer your concerns to the Legal Ombudsman within six months of our final response to you remains the same.
The firm maintains professional indemnity insurance that at least meets the minimum terms required by the SRA. Further details can be made available on request.