We are committed to providing a quality legal service to all out clients. Consequently, it is essential, when something goes wrong or any client believes they have reason to complain, that we have an effective procedures to assist complete and early resolution of the problem. Only by doing so can we hope to maintain the quality standards we have set, and improve them by learning from what may have gone wrong and what our clients tell us. Firstly try speaking to the fee earner in the matter in order to resolve matters. If this is not productive then the following steps should be taken.
The Procedure
Although not essential, in making your complaint it would be helpful to us if you could provide details of your concerns in writing (if you have not already done so).
What will happen next
- We will register your complaint on our Register
- We will acknowledge receipt of your complaint within 7 days, and request your confirmation or seek any necessary clarification if required. We will also confirm who will deal with your complaint.
- We will then commence investigation of your complaint and reply to your complaint within 28 days.
Please be aware that any complaint to the Legal Ombudsman must usually be made within 6 months of your having received a final written response from us about your complaint. Complaints to the Legal Ombudsman must usually be made within six years of the act or omission about which you are complaining occurring; or within three years from when you should have known about or become aware that there were grounds for complaint. However, the Legal Ombudsman will not accept complaints where the act or date of awareness was before 6 October 2010. For further information, you should contact the Legal Ombudsman on 0300 555 0333 or visit www.legalombudsman.org.uk.
