Making a complaint
We do everything we can to get things right first time for our customers. When something goes wrong, we need you to tell us about it as soon as possible. This will help us to improve our service. We’ll work with you to understand what’s happened and find a way to put things right.
What you need to do
Contact us by phone or in writing, telling us:
- Your name, address and the best daytime number to reach you on
- Your matter reference, if you have one
- What you feel has gone wrong (and when it happened)
- How you’d like us to put it right
Please include any other relevant information
Contacting us by phone
Call us on 01925 634681. Our lines are open 9am-5pm Monday to Friday
Contacting us in writing
Write to us at:
20 Bold Street
What happens after you’ve contacted us?
We will record your complaint and do all we can to resolve it as quickly as possible. This may involve calling you.
We will make every effort to resolve your complaint as soon as possible – by no later than 14 days or if resolving the complaint is likely to take longer, we will advise you of the timescale required and the reasons why.
We will keep you informed of our progress throughout and report back to you in writing with the findings and recommendations of the solicitor who will carry out the investigation.
If you are unhappy with our decision and wish to take it further you can ask the Legal Ombudsman to look at your complaint.
The contact details for the Legal Ombudsman are:
The Legal Ombudsman
P.O. Box 6806
Telephone: 0300 555 0333
Any complaints to the Legal Ombudsman must be made within six months of receiving a final response to your complaint from us and no more than six years from the date of act/omission; or no more than 3 years from when you should reasonably have known there was a cause for complaint. For further information you may wish to contact the Legal Ombudsman
Complaints to the SRA
The procedures set out above relate to the quality of service provided or a dispute with regard to the bill in respect of work that we have done for you. If you are concerned about the behaviour or conduct of the Firm or any Solicitor or employee within the Firm rather than simply the work that the Firm or Solicitor or employee has done for you or the bill in respect of that work then you may refer the matter to the Solicitors Regulation Authority (SRA). The SRA work with Firms and Solicitors to ensure that the SRA’s principles are complied with. If you think the Firm or Solicitor instructed by you has not complied with the SRA’s principles then you may report the circumstances to the SRA. The Legal Ombudsman and the SRA have entered into a Memorandum of Understanding. This may be found on the SRA’s website and will identify the type of complaint that the Legal Ombudsman will investigate and the type of complaint that the SRA will investigate. More information with regard to the SRA’s principles and the type of complaint that they will investigate on your behalf may be found on their website – www.sra.org.uk/consumers.