Our Complaints Handling 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.
If you want to raise an informal concern about our service, please raise this initially with Mark Sellek or whoever has been advising on your case. We will aim to resolve any concerns formally and as speedily as possible.
We are required by the Solicitors Regulation Authority (SRA Code of Practice) to deal with your complaints promptly, transparently and fairly. We provide further information concerning our complaints procedure in our Terms and Conditions at the outset of the matter.
We will acknowledge your complaint within 2 working days.
Once we have received full details of your complaint and any evidence, we will investigate and respond on a substantive basis to your complaint within 56 days. This is the prescribed time that we must adhere to but we will aim to provide you with a substantive days within 28 days or sooner if possible.
Complaint to the Legal Ombudsman
In the event that we cannot resolve your complaint within 8 weeks, you have the right to complain to the Legal Ombudsman. The Legal Ombudsman investigates complaints of poor service. Their details are:
PO Box 6806
Telephone: 0300 5550333 (9am to 5pm Monday to Friday)
The Legal Ombudsman has the following time limits:
From 1 April 2023, the time limits for referring a complaint to the Legal Ombudsman are:
One year from the date or omission being complained about, or
One year from the date when the complainant should have realised there was cause for complaint.
The Legal Ombudsman has the discretion to extend these deadlines.
Complaints about Our Fees
If you have a complaint about our fees, in addition to raising a complaint to ourselves or the Legal Ombudsman, you have a right to apply to the Court for an assessment of them under Part III of the Solicitors Act 1974.
Complaints about our Conduct
You also have the right to make a report to the Solicitors Regulation Authority (SRA) in the event that your complaint relates to our behaviour, more specifically:
- A breach of a principal of the SRA Standards and Regulations 2019; and/or
- An allegation of dishonesty or discrimination.
To make a report see http://www.sra.org.uk/consumers/problems/report-solicitor.page
Or contact the SRA at
The Solicitors Regulation Authority
199 Wharfside Street
Telephone: 0370 6062555