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 it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, then you can read our full complaints procedure 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, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.
You can raise your concerns with the Solicitors Regulation Authority.
What do to if we cannot resolve your complaint
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
- 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.
Call: 0300 555 0333 between 9am to 5pm.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
Our complaints policy
We are committed to providing a high-quality service to all our clients. When something goes wrong we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, write to us with the details.
What will happen next?
- We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure
- We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, Iestyn Milton Jenkins, who will review your matter file and speak to the member of staff who acted for you
- Iestyn Milton-Jenkins will then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgment letter.
- Within three days of the meeting, Iestyn Milton Jenkins will write to you to confirm what took place and any solutions he has agreed with you.
- If you do not want a meeting or it is not possible, Iestyn Milton Jenkins will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
- At this stage, if you are still not satisfied, you should contact us again and we will arrange for another partner to review the decision.
- We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
- If you are still not satisfied, you can contact the Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response on your complaint but for further information, you should contact the Legal Ombudsman on 0300 555 0333 or at firstname.lastname@example.org.
- The Legal Ombudsman may not deal with a complaint about a bill if you have applied to the court for assessment of that bill.
If we have to change any of the timescales above, we will let you know and explain why.