Complaints Procedure

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service, please let us know immediately so we can look into this for you. 

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. 

If you would like to make a formal complaint, then please set out the basis of your complaint to This email address is being protected from spambots. You need JavaScript enabled to view it. We will then review and investigate your complaint within 14 days. We will respond in writing and provide our views as to the way forward, including any appropriate solutions. 

If you are still not satisfied, we will invite you to set out why this is. Within 14 days we will then write to you with our final views on the matter.  

What to do if we cannot resolve your complaint

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: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9.00 to 17.00.

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

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.

Further help

If you require further assistance, please contact the Professional Ethics helpline.

 

London - 0207 458 4633

Liverpool - 0151 541 7766