Complaints policy

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we 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 here. 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

and

• 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.

Contact details

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9am to 5pm.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

What to do if you are dissatisfied with our service

If you have any problem with the service we have provided for you then please raise any query, or mention any dissatisfaction or complaint first to Frances White. It will help if you put any complaint in writing and tell us what action you expect us to take.  Only when we know will we be able to put matters right, the firm has a complaints procedure a copy of which is available on request, this includes details of your right to complain to the Legal Ombudsman, subject to the Legal Ombudsman’s scope rules, the timeframes that apply and details of how you may contact the Ombudsman.  The Legal Ombudsman can be contacted at PO Box 6808, Wolverhampton WV1 9WJ. Normally you will have to bring your complaint to the Legal Ombudsman within 12 months of receiving a final response from us about your complaint and 6 years from the date of the act or omission giving rise to the complaint or alternatively 3 years from the date you should reasonably have known there are grounds for completion (or the act or omission took place before 6^th October 2010 or was more than 6 years ago.

The Legal Ombudsman will usually expect you to have used our complaints procedure first.