Complaint Procedure

Our service standards are something that we take very seriously and work hard to offer the best possible levels of service. We aim to deal with any complaints promptly, fairly, openly and effectively.
Please find below outlined our Complaint Procedure.

  1. In the first instance, you should contact the caseworker who is handling your case. Once a complaint is received at the caseworker level the initial review will be undertaken by the relevant caseworker and he/she will bring it in the knowledge of the complaint handler. The caseworkers would hear your concerns and try their best to resolve your concerns.
  2. If you are not satisfied with the response given by the caseworker, the matter can be referred to the complaint handler of the firm and you would be provided a detailed complaint procedure with the complaint handler’s contact details.
  3. A full investigation will be undertaken at this point and a final viewpoint given.
    Note: All the correspondences would be replied to within 15 working days and would be notified in case a longer period is required to reply.
  4. If a complaint is still unresolved at this stage, one can write to Legal Services Ombudsman and make a complaint. Legal Services Ombudsman is an independent and impartial body set up to help and resolve legal service disputes between clients and solicitors.

For detailed information about Legal Ombudsman contact:

www.legalombudsman.org.uk

PO Box 6806 Wolverhampton WV1 9WJ, 0300 555 0333.

enquiries@legalombudsman.org.uk

Telephone: 0300 555 0333

Please note the time limits for referring a complaint to the Legal Ombudsman will be not later than:

  • One year from the date of the act or omission being complained about  or
  • One year from the date when the complainant should have realised that there was cause for complaint

We are regulated by the Solicitors Regulations Authority, they can help if you question our conduct relating to dishonesty or treating you unfairly due to your age, race, sex or disability.

In such case, you can contact the Solicitors Regulations Authority (SRA), you can find their link on our website or you may search online.