Complaints Procedure
We are always pleased to receive your feedback and constantly aim to provide an excellent high-quality service, so if you have any compliments or suggestions on how we can improve, we would like to hear from you.
If you are dissatisfied with the service you are receiving, please raise the matter with us as soon as possible. We will do everything possible to resolve the complaint without charge to you.
Please raise the matter with Juliette Adie in writing, either by letter or email or by telephone, giving us your name, address, a description of the complaint and how you would like us to resolve the issue.
We will review your complaint promptly, opening a file and recording the complaint in a central register. We will acknowledge your complaint within 5 working days of receipt and will summarise to you our understanding of the complaint. We will also aim to provide you with a written response within that time, including any solutions or further steps, as appropriate, however this may take up to 20 working days if the matter is very complicated.
If you are not satisfied with our response, please let us know and provide reasons explaining why you continue to be dissatisfied with reference to our initial written response to you. We will acknowledge your further complaint within 5 working days of receipt and we will review the complaint again.
We have up to 8 weeks to consider your complaint but we will endeavour to respond to you again as quickly as possible.
If we have been unable to resolve your complaint after following the above process, you may then refer the matter in writing to the Legal Ombudsman. The Legal Ombudsman can be contacted at PO Box 6806, Wolverhampton WV1 9WJ or by email to enquiries@legalombudsman.org.uk or by telephone on 0300 555 0333.
The Legal Ombudsman will consider your complaint independently. 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 contact the Legal Ombudsman within 1 year from the date of the issue you are complaining about or 1 year from the date you should have realised that there was cause for complaint.
It will be necessary for us to provide the Legal Ombudsman with information and documents they may require to investigate the complaint including personal data relating to you and third parties you have provided.
Solicitors Regulation Authority (SRA) Standards and Regulations
All solicitors must follow certain rules and meet high ethical standards set by our regulatory body, the SRA, so as to protect the public. More information is available on the SRA's website www.sra.org.uk. If you are concerned about our behaviour, for example you believe we have acted dishonesty, we have taken or lost your money or treated you unfairly because of your age, a disability or other characteristic, you can raise your concerns with the Solicitors Regulations Authority via email at contactcentre@SRA.org.uk or by telephone on 0370 606 2555 or by post to Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN.
Alternative Dispute Resolution (ADR)
As an alternative, you may wish to contact an organisation which offers ADR such as ProMediate. Their contact details are www.promediate.co.uk, or via e-mail at enquiries@promediate.co.uk, or via telephone on 07824704826 or 01928 732455.
