We welcome feedback about our work at any time; this includes any concerns or criticisms. Any problems will be looked into promptly and thoroughly by us. If you ever feel dissatisfied with any part of our service, including our bill, please inform us immediately by following our formal complaints procedure as set out below;
- In the first instance you should raise your concern with the partner responsible for your matter. The contact details for whom will be included in your engagement letter. The matter partner will do their best to resolve the problem with you.
- Should you be unable to resolve the problem with the matter partner, you should put your complaint in writing to our Practice Manager, Charlotte Surridge – [email protected]
Your email should contain the following;
- confirmation that you are making a complaint in line with our Complaints Procedure
- Your full name, Company name (If applicable) and contact details
- details of your complaint, and
- the Partner responsible for your matter
- Following receipt of a formal complaint, we will reply in writing within 14 days confirming who shall be responsible for dealing with your complaint, and which steps we are taking to resolve the matter. We endeavour to provide a substantive response, in writing, within this time, however if this is not possible, we shall provide you with an expected timeline to do so.
- If you have a complaint about us that we have not resolved to your satisfaction within 8 weeks of our receiving your initial written complaint, you may refer the matter to the Legal Ombudsman. You must do this within 6 months of the last contact that you have from us and in any event within six years of the act or omission or within three years when you reasonably knew or ought to have known of the act or omission that has given you cause to complain. You may obtain further information, including an explanation of the time limits, from the Legal Ombudsman (www.legalombudsman.org.uk) at PO Box 6806, Wolverhampton, WV1 9WJ, telephone: 0300 555 0333, email: [email protected].
- Should you be unhappy with our behaviour, you should contact The Solicitors Regulatory Authority (SRA). The SRA will assist with 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.