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 please contact Jenna Hunter and she will do her best to resolve any issues informally at this stage. If you would like to make a formal complaint, then our procedure is as follows:
You should send your complaint by letter or email and include in the subject matter or letter heading the words “formal complaint” to:
Jenna Hunter of this firm.
Within 5 working days unless unforeseen circumstances prevent it, we will acknowledge receipt of your complaint by letter or email and confirm to you who is dealing with your complaint and when we expect to contact you further. We might also need to ask you for further clarification about your complaint.
We will then either:
- Contact you to try to arrange a meeting with you to discuss your complaint and put forward a solution. We will do this within 14 days of sending you the acknowledgement letter. Within 10 working days of the meeting we will write to you to confirm what took place and any solutions that have been agreed or suggested; or
- If a meeting does not take place, we will send a detailed written reply to your complaint, including our suggestions for resolving the matter, this letter will be sent within 21 days of sending you the acknowledgement letter referred to above.
If you inform us that the solution is not acceptable, the matter will be further reviewed and we will then write to you, within 14 days of the review, offering a further solution or confirming our final position on your complaint and setting out our reasons. If this does not resolve matters you can contact the Legal Ombudsman as per below.
Making a complaint will not affect how we handle your case.
The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty or treating you unfairly.
You can raise your concerns with the Solicitors Regulation Authority.
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
and
- 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.
Legal Ombudsman contact details
Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9am to 5pm.
Email: enquiries@legalombudsman.org.uk
Address: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
