Complaints Policy
We are required to deal with all complaints promptly and deal with your concerns. We are committed to providing a high quality legal service to all our clients. When something goes wrong we need you to tell us about it. This will help us maintain and improve standards.
If you have a complaint please contact us with full details including details of any loss you have incurred. Then the following will happen:
- We will send you a letter acknowledging your complaint within 14 days of receipt and asking you to confirm or explain the details. Stuart Ward will deal with your complaint.
- We will record your complaint in our register.
- We will acknowledge your reply and confirm what will happen next.
- We will then start to investigate your complaint and respond to you within 21 days of our reply or such other time scale as is agreed between us.
- At this stage if you are still not satisfied you can let us know. We will then arrange to review our decision taking on board any further points you may have made and write to you confirming our final position on your complaint within 21 days of you letting us know you are not satisfied.
- If you are not satisfied at this stage, you can contact the Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ. Telephone; 0300 555 0333 or email [email protected], website; www.legalombudsman.org.uk. The Ombudsman will NOT consider a complaint if; more than 6 months have passed since we completed our investigation into your complaint or, you have not made a complaint to us or, you are involved in a contractual dispute with us (for example, over non-payment of professional fees).
Solicitors Regulation Authority
We are authorised and regulated by the Solicitors Regulation Authority. 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 find information about how and when a report can be made to the Solicitors Regulation Authority on the following website; www.sra.org.uk.