What if you are not happy with us?

We hope that you will be happy with our service. If not, please email us so that we can investigate your complaint and try to send you our response within 28 days. Making a complaint will not affect how we handle your case and you will not be charged for time spent handling your complaint. Our complaints policy, general terms and conditions of business and our insurer’s contact details and their territorial coverage are available from us on request.

The Legal Ombudsman may be able to help you if we are unable to resolve your complaint ourselves. They will look at complaints independently and accessing the Legal Ombudsman will not affect how we handle your case. Most ‘consumer’ clients (as oppose to large businesses) will be able to make use of the Legal Ombudsman scheme, but there are restrictions for some larger clients. Before accepting a complaint for investigation, the Legal Ombudsman will normally check that you have tried to resolve your complaint with us first. A complaint to the Legal Ombudsman must be made 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.

If you would like more information about the Legal Ombudsman, please contact them:

Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9am to 5pm.
Email: enquiries@legalombudsman.org.uk
Address: Legal Ombudsman PO Box 6167, Slough, SL1 0EH.

Please note that the Legal Ombudsman are there to deal with concerns about the level of service received. Where there are more serious concerns that a solicitor or solicitor’s firm have been involved in professional misconduct, reports can also be made to the Solicitors Regulation Authority, the regulator of solicitors and solicitor firms. This could be for quite unusual and serious acts of misconduct such as dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. Of course, we do not anticipate any such problems arising and would ask that you notify the matter supervisor straight away if you have any such concerns.

You can find out more about the Solicitors Regulation Authority including their contact details and professional conduct rules here:
https://www.sra.org.uk/consumers/problems/report-solicitor/
You can find the SRA Handbook here:
https://www.sra.org.uk/solicitors/standards-regulations/