Sometimes things go wrong – hence your reason for instructing us to put things right. Having come to us for help, we completely appreciate that it would be upsetting for you if we made a mistake. Whilst we will do everything in our power to ensure that this isn’t the case and will work hard to ensure this eventuality doesn’t arise, we’re pragmatic and committed to resolving any issues that do arise.
In the unlikely event something does go wrong, we’ll work with you to establish what happened, how & why, with a view to resolving the issue and agreeing a way forward. Looking after our clients is what we have built our reputation upon and we won't stop looking after you if something goes wrong.
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Senior staff handle all complaints and our managers understand the need to respond quickly and effectively when a complaint is made. We have an effective complaint procedure in place: it's not a process designed to wrap you up and waste your time in the hope that the issue will go away, but a process created specifically to get to the bottom of things, and move quickly and thoroughly to a resolution.
We have adopted the Law Society's Handling Complaints Practice Note of 3 June 2021. These guidelines ensure good practice in complaint handling and they provide an effective supplement to our own stringent complaint handling procedure.
We're open to feedback at all times, throughout dealing with your claim, when we've concluded our work and if you have a complaint. If you have a complaint, we'll listen and we'll look at things from where you're standing. If there's a problem we'll acknowledge it, explore why and how the problem came about and then we'll work to resolve it.
If we've been deficient in any way we will apologise and if necessary we will take remedial or corrective action. We will not pass any costs related to handling your complaint on to you. If financial compensation is appropriate it will be paid to you.
The initial letter you received when you first instructed us will contain specific contact details of the manager to address any concerns to. Alternatively you can contact us at:
Spire Walk, Derby Road
Telephone: 08000 93 00 94
Fax: 0844 856 0685
If you are not satisfied with the final response from our Management Team, you may refer your complaint to the Legal Ombudsman. They expect complaints to be brought to them within six years of the date of the act/omission about which you are concerned, or three years from when you reasonably should have known about a complaint. The Legal Ombudsman will usually only agree to investigate where they have been contacted within six months of our final response to the complaint.
The Legal Ombudsman’s contact details are as follows:
Telephone: 0300 555 0333
PO Box 6806
If you are concerned that we haven't adhered to the SRA Rules and Regulations you can report your concerns to the SRA:
Solicitors Regulation Authority,
199 Wharfside Street
Telephone: 0370 606 2555