We try to maintain a high and professional standard in our work at all times. 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. If you are unhappy about any aspect of the service you receive from us, or about the bill, we draw your attention to that section of our Terms of Business headed “Standards” where we explain how you can draw this to our attention.
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. If you do not wish to do this, then your concerns should be addressed to Paul Davies who is a Director of the firm and has overall responsibility of dealing with the complaints. Kindly address your complaint in writing setting out your name, address, the person dealing with the matter and the nature of your dissatisfaction.
We will send an acknowledgement within 5 working days of receipt of the complaint. We will try our utmost to deal with your complaint as fairly and reasonably as possible. Where possible, we will try and arrange a meeting with you to discuss your concerns. If there is no follow up from you within 8 weeks of our response, we will treat the matter as resolved.
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:
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
• No more than 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.
Contact details
Visit: Legal Ombudsman
Call: 0300 555 0333 between 9.00 to 17.00.
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
What to do if you are unhappy with our behaviour
The Solicitors Regulation Authority can help 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. Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.