We want to provide clients with the best possible service. If at any point you are unhappy or concerned about the service we have provided, please 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 they will do their best to resolve any issues at this stage. If you would like to make a formal complaint, however, you can follow the formal complaints procedure below and making a complaint will not affect how we handle your case.
We have eight weeks to consider your complaint (although we will usually be able to respond considerably more quickly). If you are not satisfied after this, you may complain to the Legal Ombudsman (see below for contact details).
- We will send you a letter or email acknowledging receipt of your complaint, usually within three days of receiving it, enclosing a copy of this procedure.
- The firm’s Principal, Florence Brocklesby, will then investigate your complaint, normally by reviewing your matter file.
- Florence will then invite you to a meeting to discuss your complaint, and hope that we will be able to resolve it at this stage. She will usually do this within 14 days of sending you the acknowledgement letter.
- Florence will write to you to confirm what took place and any solutions we have agreed, usually within three days of the meeting.
- If you do not want a meeting or it is not possible for us to meet, Florence will send you a detailed written reply to your complaint, including suggestions for resolving the matter, usually within 21 days of sending you the acknowledgement letter.
- At this stage, if you are still not satisfied, you should contact Florence again and she will review the decision once more.
- Florence will write to you, usually within 14 days of receiving your request for a review, confirming her final position on your complaint and explaining the reasons.
- If you are still not satisfied, you may then contact the Legal Ombudsman.
The Legal Ombudsman
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 six months of receiving a final response to your complaint and no more than six years from the date of act/omission, or three 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:
The Solicitors Regulation Authority
The Solicitors Regulation Authority can help you if you are concerned about our behaviour, for example because you are concerned about 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 Solicitors Regulation Authority.