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 our complaints procedure is set out here.
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. You can raise your concerns with the Solicitors Regulation Authority.
When you inform us that you feel we have failed to meet our own standards or your expectations of us and that you wish to make a formal complaint, we adopt a procedure to try to resolve your complaint quickly and efficiently.
Your complaint will be referred by the Case Handler working on your case (or his or her supervisor) to our Customer Services and Compliance Department. This department works independently from the department of the firm which is handling your case in order to provide an objective view.
We will acknowledge in writing that you have made a complaint and state the name of the person who will personally handle your complaint (the “Customer Services Officer”).
The Customer Services Officer will contact you by telephone to discuss your complaint and will try to identify what we can do to resolve the matter for you. Under the supervision of our Complaints Partner (Michael Greybanks), the Customer Services Officer will investigate your complaint to see if we have failed to meet any required standards. The Customer Services Officer may need more information from you during the course of the investigation, in order that he or she can properly deal with your complaint. Therefore he or she may need to contact you to request further details or arrange a meeting with you to discuss your complaint.
The Customer Services Officer will write to you with a response to your complaint within 10 working days of you letting us know that you wished to make a formal complaint. In this response, the Customer Services Officer will set out the findings of the investigation, suggesting what, if any, actions are required by us to remedy the situation. If there is any reason why they cannot respond within this timescale, the Customer Services Officer will tell you this in advance explaining why and setting a new timescale.
If we do not hear further from you following our response, the Customer Services Officer will contact you after another 10 working days to check that you are satisfied with our conclusions and proposed resolution. If we cannot resolve your complaint then you can ask the Legal Ombudsman to investigate your complaint if it is about poor service. The Legal Ombudsman can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem. You must refer your complaint to the Legal Ombudsman within 6 months of our final response to your complaint. The Legal Ombudsman contact details are as follows:
We will retain details of your complaint and its outcome. This information will be used for internal training and analysis.
"My case handler was fantastic. Even during lockdown they were always in touch and kept me up to date with my case. They always responded swiftly to any emails. Great job."