Complaints Handling Procedure
This procedure sets out how we will deal with your complaint and, what you are able to do if you are unhappy with the way that we are dealing with your complaint or the final decision.
If you a have a concern or a complaint, please contact us as soon as possible using our contact details on this website.
1.We will write to you acknowledging receipt of your complaint within 5 working days of our receipt.
2.We will investigate your complaint reviewing your file as appropriate.
3.We may suggest meeting with you to discuss your concern and we would hope to be in a position to do this within 14 days of acknowledging receipt of your complaint. If you would prefer not to meet or if we are unable to agree to do so in within a reasonable timescale, we will write to you confirming the outcome and reasoning behind the decision. It might be necessary to request further information from you before confirming this.
4.If you remain unsatisfied, you should contact us again to explain why you remain unhappy with our response and we will review this further. We will write to you within 14 days of receipt of your request for a review. Our outcome letter will be our final decision and shall set out the reasoning behind it.
5.If you are still not satisfied, you can then contact the Legal Ombudsman at:
Address: PO Box 6806, Wolverhampton WV1 9WJ
Telephone: 0300555 0333
Email: enquiries@legalombudsman.orguk
You will need to bring a complaint to the Legal Ombudsman within six months of receiving a final response from us to your complaint; and no more than one year from the date of the act or omission being complained about; or no more than one year from the date when you should reasonably have known there was cause for complaint.
The Solicitors Regulation Authority (“SRA”) can help where you are concerned about our behaviour. You may contact the SRA at:
Address: The Cube, 199 Wharfside Street, Birmingham B1 1RN
Telephone: 0370 606 2555
Email: report@sra.org.uk