We want to give you the best possible service We endeavour to provide a clear and accurate legal service in a timely way. We also pride ourselves on being, friendly, approachable and helpful. Client satisfaction is one of our priorities We therefore welcome hearing from you, if you ever believe that our service has not met these goals. 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. We know it can sometimes be daunting to raise a complaint, but we will never be offended if your do. 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 solve any issues at this stage. If you would like to make a formal complaint, then please follow the following procedure:- 1. Please address your complaint to our Compliance Officer for Legal Practice, our Alison K John LLB, Solicitor. 2. When you do so, please set out as much detail as possible, regarding your complaint. You may find the template letter on the Legal Ombudsman's website useful. 3. We prefer to receive your complaint by post or e-mail, we can then make sure we reply to all the points you raise. 4. We will acknowledge receipt of your complaint within 7 working days. 5. We will tell you how long it will take us to investigate your complaint. This is normally around 3 to 4 weeks, but it could be less or more (either due to the circumstances of your complaint, illness or holidays). In any event, it should never be more than 8 weeks after acknowledging receipt of your complaint. 6. We will review our file and talk to all persons who have had dealings with your matter. 7. We will send you the result of our investigation by e-mail or post, depending on how you contacted us in the first place, or any preferences you may have. We may also offer to meet with you, to discuss your complaint and how to resolve it, if this is acceptable to you. 8. If we agree with you, and we find that the service you received was not as we would have liked it to be, we will work with you to try to find a way to resolve your complaint. 9. If we find your complaint does not support a finding of poor service, w will let you know the reasons why. 10. We will let you know what to do, if you are unhappy with our decision: we will tell you whether we agree to using Alternative Dispute Resolution, or whether your complaint can proceed to the next stage, which is a complaint to the Legal Ombudsman. What to do if we cannot resolve your complaint:- The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. 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 must take your complaint to the Legal Ombudsman:
within 6 months of receiving a final response to your complaint from us and
no more than 6 years from the date of the act /omission; or
no more than 3 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. Contact details Visit: www.legalombudsman.org.uk Call: 03005550333 between 9am and 5pm, Monday to Friday E-mail: firstname.lastname@example.org Post: Legal Ombudsman PO Box 806, Wolverhampton WV1 9WJ We are authorised and regulated by the Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham B1 1RN (the SRA). This means that we are governed by a Code of Conduct and other professional rules, which you can access on the SRA's website www.sra.org.uk or by calling 0370 606 2555 The 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 (/consumers/problems/report-solicitor.page).