CONCERNS AND COMPLAINTS
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.
What to do if you have a complaint about the service we have provided
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.
Where a client lacks litigation capacity, the complaint can be brought by their litigation friend. We have also developed a fast-track process for clients who are vulnerable to make it easier for any concerns to be raised.
The Solicitors Regulation Authority can help you if you are concerned about our conduct. This could be for things like the way we have dealt with your case, or how we have acted on your instructions or treating you unfairly in some way.
You can raise your concerns with the Solicitors Regulation Authority.
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, if we continue to act for you.
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.
The Legal Ombudsman has made changes to the way it will accept and deal with any complaints from 1 April 2023. There is no change to the requirement that any complaint should be made within 6 months of the outcome of the internal complaints process.
However the Legal Ombudsman has set new time limits for accepting referrals so that any complaint must be made:
(a) no later than one year from the date of any act or omission being complained about, or
(b) one year from the date when the complainant should have realised that there was cause for complaint.
The Ombudsman also has the power to reject or dismiss a complaint after an investigator’s report if neither party raises an issue.
More information can be found in this link to the Solicitors Regulation Authority guidance here:
https://www.sra.org.uk/sra/news/sra-update-113-ombudsman-rules/
If you would like more information about the Legal Ombudsman, please contact them using the details below.
Visit: www.legalombudsman.org.uk
Legal Ombudsman PO Box 6167, Slough. SL1 0EH
Call: 0300 555 0333 between 9am to 5pm.