Complaints

Complaints Handling Procedure

We are committed to high quality legal advice and client care. If at any point you become unhappy or concerned about any aspect of the service you have received from us, you should inform us immediately so that we can do our best to resolve the problem.

Initially, it may be helpful to contact the person who is working on your case to discuss your concerns. If you still want to make a formal complaint, then you can read our full complaints procedure here. Making a complaint will not affect how we handle your case.

What to do if we can’t resolve your complaint

If you are not satisfied with our handling of your complaint you can ask the Legal Ombudsman to look at your complaint independently. Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first.

Complaints must be referred to the Ombudsman;

• Within six months of receiving a firm’s final response to a complaint and,
• Not later than one year from the date of the act or omission being complained about; or;
• Not later than one year from the date when the complainant should have realised that there was cause for complaint.

There may be circumstances where the Legal Ombudsman has a discretion to accept out of time complaints, please refer to the Legal Ombudsman’s website for further details at https://www.legalombudsman.org.uk/.