Complaints Procedure

Our Complaints Procedure

We strive to provide the best possible service. However, if at any point you are unhappy or concerned about the service we have provided, please inform us immediately so we can work to resolve the issue promptly.

Initially, it may be helpful to contact the person handling your case to discuss your concerns, and we will do our best to address any issues. If you wish to make a formal complaint, you can review our full complaints procedure. Please be assured that making a complaint will not affect how we handle your case.

What to Do If We Cannot Resolve Your Complaint

If we are unable to resolve your complaint, the Legal Ombudsman can help. They will review your complaint independently, and this will not affect how we handle your case.

Before the Legal Ombudsman can investigate your complaint, they will check that you have first attempted to resolve it with us. If you have done so, you must bring your complaint to the Legal Ombudsman:

• Within six months of receiving our final response to your complaint, and
• No more than one year from the date of the act or omission you are complaining about, or
• No more than one year from the date you should have reasonably known there was cause for complaint.

For more information, please contact the Legal Ombudsman.

What to Do If You Are Unhappy with Our Behaviour

If you are concerned about our behaviour, such as dishonesty, mishandling money, or discrimination based on age, disability, or other characteristics, the Solicitors Regulation Authority (SRA) can assist. Visit their website to find out how to raise your concerns with the SRA.

Contact Details

If we are unable to resolve your concerns, you can contact the Legal Ombudsman using the details below:

Legal Ombudsman
PO Box 6806,
Wolverhampton,
WV1 9WJ.

LeO Complaint Time Limits

When submitting a complaint to the Legal Ombudsman, please be aware of the following time limits:

• A complaint must be made within six months of receiving our final response, and
• No more than one year from the date of the act or omission you are complaining about, or
• No more than one year from the date when you should have reasonably known there was cause for complaint.

If you have any questions or need further assistance, please feel free to contact us.