We hope that you never have reason to complain. If you do, please follow these steps to ensure that your concerns are resolved quickly.
Please speak to the person handling your case. You may prefer to put your concerns in writing, in which case please send your letter or an email to the person who is acting for you.
If at any stage you would prefer to meet with the person dealing with your complaint, then just let us know.
What we will do
Any complaint to the person acting for you, will be dealt with quickly and a genuine effort will be made to respond to your concerns.
We will acknowledge your complaint within three days to let you know that we are looking into your concerns.
After sending you an acknowledgment, we aim to investigate your complaint and give you a full response within 21 days but if your complaint is more complex we may require more time, and will let you know when you will receive a full response.
If our service to you is found to be below standard we will discuss ways in which we can make things better or, if appropriate, recompense you in some way.
If after the above procedure has been followed you still remain dissatisfied, or after a period of eight weeks from the date of making the complaint to us, you can refer your complaint to the Legal Ombudsman. This is an independent complaints body established under the Legal Services Act 2007, that deals with legal services complaints.
Normally, the Legal Ombudsman will only accept your complaint if you tell them of it within 6 months of receiving a final written response from us about your complaint, or within one year of your finding there was a problem.
We do recommend that you attempt to resolve your problem using our internal complaints procedure before contacting the Legal Ombudsman.
If you are a client and we have made a contract with you by electronic means you may be entitled to use an EU online dispute resolution service to assist with any contractual dispute you may have with us.