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 to you then you should inform us immediately so that we can do our best to resolve the problem for you.

In the first instance it may be helpful to contact the individual who is working on your case to discuss any 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 access our full complaints procedure here.

What happens if I don’t agree with your views on the complaint?

If we are unable to resolve the complaint with you then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates problems about poor service from lawyers .

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 six months of receiving a final response to your complaint

and

• One year from the date of the act or omission being complained about; or
• One year from the date when you should reasonably have known there was cause for complaint.
• The ombudsman has discretion to extend the one year time limit for specific customers if, on the evidence, it is fair and reasonable to do so

If you would like more information about the Legal Ombudsman please contact them.
Contact details:
Visit www.legalombudsman.org .uk
Call 0300 555 0333 between 9am to 5pm.
Email enquiries@legalombudsman.org .uk
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ