Complaints and Online Dispute Resolution
1. Our legal services are subject to separate terms and conditions which are available on request. However, we would like to draw the following to your attention:
2. If we supply you with legal services, we will of course aim to provide you with an excellent service. However, if at any time you feel unhappy about our service, please tell us immediately so we can try and solve the issue. But if you’d rather make a formal complaint, you can find our complaints policy below.
3. If we can’t resolve your complaint, you can take it to the independent Legal Ombudsman (LeO). The LeO will first check whether you first tried to resolve the complaint with us. If so, then the time limits for a complaint to the LeO are:
- within six months of our final response to your complaint and either
- within six years from the date of act/omission about which you’ve complained; or
- within three years from when you should reasonably have known that you had a reason to complain.
For more information, please contact the LeO as follows:
4. Any complaint you make will not of course affect our handling of your case in any way.
5. If you have a concern about our professional conduct, you can contact the Solicitors Regulation Authority.
6. Separately, you may be entitled to use an EU online dispute resolution service to assist with any contractual dispute you may have with us relating to our service. This service can be found at http://ec.europa.eu/consumers/odr/. Our email address is shown on the contact us page.
1. Our complaints policy
We are committed to providing a high-quality legal service to all our clients. When something goes wrong we need you to tell us about it. This will help us to maintain and improve our standards.
2. Our complaints procedure
If you have a complaint, please contact us with the details.
3. What will happen next?
3.1 We will send you a letter or email acknowledging your complaint and, if necessary, asking you to confirm or explain the details. You can expect to receive our communication within three working days of our receiving your complaint.
3.2 We will record your complaint in our central register and open a file for your complaint. We will do this within one working day of receiving your complaint.
3.3 We will acknowledge your reply and confirm what will happen next. You can expect to hear from us within one working day of your reply.
3.4 We will then start to investigate your complaint. We will send you our detailed reply within 10 working days.
3.5 On conclusion of the investigation, we will write inviting you to discuss and hopefully resolve your complaint.
3.6 Within three working days of the discussion we will write to you to confirm what took place and any solutions we have agreed with you.
3.7 If you do not want a discussion or it is not possible, we will write to you with suggestions for resolving the matter. We will do this within five working days of completing our investigation.
3.8 At this stage, if you are still not satisfied, you can write to us again. We will then arrange to review our decision. This may happen in one of the following ways:
- We will review the decision ourselves within five working days.
- We will arrange for someone who is not connected with the complaint to review our decision. We will do this within ten working days.
- We will ask our local Law Society or another local firm of solicitors to review your complaint within ten working days. We will let you know how long this process will take.
- We will invite you to agree to independent mediation within 5 working days. We will let you know how long this will take.
3.9 We will let you know the result of the review within five working days of the end of the review. At this time we will write to you confirming our final position on your complaint and explaining our reasons. We will also give you the name and address of the Legal Ombudsman. If you are still not satisfied, you can contact them about your complaint.
3.10 If we have to change any of the timescales above, we will let you know and explain why.
Effective Date: 4th January 2019