Complaints Procedure

    1. Complaints Procedure

      1. We hope you will have no complaint.  To underline how seriously we take complaints, we have a set Complaints Procedure which can be summarised as follows:-
        1. If you have any complaint or observation (good or bad) about our service, please say so.
        2. Raise any complaint first with the Fee Earner assigned to your matter, including any complaint about your bill.
        3. If this does not resolve it satisfactorily, tell the Supervising Partner responsible for your case.
        4. If this does not resolve it satisfactorily, contact Shelley Spyrides, the Complaints Handling Partner nominated by the practice to ensure prompt and thorough investigation of any complaint.
        5. You will receive a response within 48 hours from the Complaints Handling Partner (or designated person) and a full response within 14 days.  Please quote our full reference.  He/she will then open a file for the complaint and commence our formal Complaints Procedure. We hope this will resolve any query before it becomes a problem.

    2. Exclusions

      We shall not be obliged to comply with paragraph 1.1 above in relation to any Dispute in which we seek:-

      1. an order or award (whether interim or final) restraining you from doing any act or compelling you to do any act; or
      2. a judgment or award for a liquidated sum to which here is no arguable defence (provided that the exception shall cease to apply and the Dispute may be referred to arbitration on the application of either party if the court decides that you should have permission to defend the claim); or
      3. the enforcement of any agreement reached or any binding order, award, determination or decision made pursuant to paragraph 1.1 above,

      nor shall anything in this paragraph inhibit us at any time from serving any form of demand or notice or from commencing or continuing with any bankruptcy, winding up or other insolvency proceedings

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 our final response 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 that there was cause for complaint.
For more information about the Legal Ombudsman contact:

www.legalombudsman.org.uk

Call: 0300 555 0333 between 9.00 to 17.00.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO BOX 6167, Slough SL1 0EH

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.