If you have a complaint, please contact our Client Care manager. He will pass your complaint to the partner in charge of the department involved in your complaint. If we have to change any of the responsibilities or the timescales set out below we will let you know and explain why.
If you would like to discuss how our service to you could be improved, or if at any time you are dissatisfied, please contact the partner responsible for the work or if you prefer, the relevant Head of Department that you have been dealing with.
Our complaints handling procedure details how complaints are managed, and in what time frame. We investigate complaints promptly and respond to you in writing. In the unlikely event that you are unhappy with any aspect of our service, you may raise your concern with the person handling your case in the first instance. If, however, you are still dissatisfied with the resolution of your problem then please refer your concern to a senior partner at the firm who will be happy to discuss the matter further.
The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year from when you should have known about the complaint. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.
The Legal Ombudsman can be contacted at:
Address: Legal Ombudsman PO Box 6806 Wolverhampton WV1 9WJ
Telephone: 0300 555 0333
You can download a complaint form on the LeO website at www.legalombudsman.org.uk Alternative complaints bodies such as Ombudsman Services at www.ombudsman-services.org.uk exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. We state that we do not agree to use the Ombudsman Services Scheme.
We very much hope that we can resolve your complaint without involving the Legal Ombudsman. Ordinarily, you cannot use the LeO unless first you have exhausted our internal complaints procedure, referred to above.
The Solicitors Regulation Authority (SRA) Service issues will not be dealt with by the SRA. However, the SRA will investigate concerns about dishonesty or breaches of its Principles. For information on how and when a complaint can be made to the SRA, please click here.
The SRA can be contacted at:
Address: The Cube199 Wharfside Street Birmingham B1 1RN
Telephone: 0370 606 2555