We aim to provide an excellent service. If something has gone wrong, we want to know so we can put it right.
How to complain
Please contact our complaints lead, [Name, role]:
- Email: complaints@example.co.uk
- Phone: 0000 000 0000
- Post: [Office address, Town, Postcode]
Tell us your name, case reference, what went wrong and what you would like us to do to put it right.
What happens next
- We will acknowledge your complaint in writing within 3 working days and explain who will deal with it.
- We will investigate, review your file and may ask to speak with you.
- We will send you our full written response within [14] working days. If we need longer, we will tell you why and when to expect it.
- If you are not satisfied, a different senior person will review the decision.
Our complaints process will be completed within 8 weeks. There is no charge for handling your complaint.
The Legal Ombudsman
If you are still unhappy after our final response, or we have not resolved your complaint within 8 weeks, you may be able to ask the Legal Ombudsman to look at it. The Ombudsman normally expects you to complain:
- within six months of our final response to your complaint, and
- within one year of the problem happening, or within one year of when you should reasonably have known about it.
Legal Ombudsman
PO Box 6167, Slough, SL1 0EH
Phone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk
Complaints about professional conduct
If you are concerned about our behaviour — for example dishonesty, taking or losing your money, or discrimination — you can raise it with the Solicitors Regulation Authority at www.sra.org.uk.
Complaints about our bill
You may also have the right to object to your bill by applying to the court for an assessment under Part III of the Solicitors Act 1974.