We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.
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 issues at this stage. If you would like to make a formal complaint, then you can read our full complaints procedure below. Making a complaint will not affect how we handle your case.
Our complaints procedure
Stage 1 – Complaints Procedure
If you wish to raise a formal complaint, please put your concerns in writing for the attention of ‘The Practice Manager’.
- We will send you a letter acknowledging receipt of your complaint within 14 days of our receiving the complaint.
- You will be provided with a copy of this procedure.
- If you have not provided enough detail explaining the reasons and evidence supporting your allegations, you will be invited to provide further information or evidence within seven days. If no further information is received at the end of the seven days, we shall assume you have nothing further to add and start reviewing your complaint.
- We will then investigate your complaint. This will normally involve The Practice Manager, reviewing your file and speaking to the member of staff who acted for you (if applicable).
- The Practice Manager will then invite you to a meeting to discuss and, it is hoped, resolve your complaint. We aim to do this within 14 days of sending you the acknowledgement letter, or 14 days from the end of the period requesting further information if applicable.
- Within 14 days of the meeting, the Practice Manager will write to you to confirm what took place and any solutions she has agreed with you.
- If you do not want a meeting or it is not possible, the Practice Manager will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter, or 21 days from the end of the period requesting further information if applicable.
Stage 2 – Review Procedure
- At this stage, if you are still not satisfied, you should contact us again within 14 days to explain why you remain unhappy with our response, provide any further information and evidence, and we will review your comments. Depending on the matter, we may at this stage arrange for another manager to review the decision (if available).
- Pearl Baker, our Principal, will then write to you within 21 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
We shall let you know if we need to change any of the timescales indicated above and explain why.
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
- 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.
Call: 0300 555 0333 between 9.00 to 17.00.
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.