We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have 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 below. Making a complaint will not affect how we handle your case.
What to do 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
- no more than six years for 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.
Call: 0300 555 0333 between 9am to 5pm
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
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, see https://www.sra.org.uk/consumers/problems/report-solicitor/
If you have a complaint, please contact our Client Service and Compliance Department. You can write to them at Marina Court, Castle Street, Hull HU1 1TJ; or e-mail them at firstname.lastname@example.org or email@example.com. They will deal with your complaint personally. Please note that our complaints procedure is free of charge and no fees will be raised regarding the investigation of your complaint.
What Will Happen Next?
- We will send you a letter (usually within 7 days) acknowledging your complaint, specifying the length of time it will take to investigate your complaint and respond to it in writing.
- We will record your complaint in our central register and open a file for your complaint.
- As part of the investigation of your complaint, a Solicitor in the Client Service and Compliance Team will take the following action upon receipt of your complaint:
- they will ask the person who acted for you to comment on your complaint within 7 days;
- they will read your file;
- they may also need to discuss your complaint with the relevant Departmental Head.
after taking the above action, a Solicitor from the Client Service and Compliance Team will write to you within the time frame set out in the letter acknowledging your complaint, setting out the conclusions of the investigation into your complaint.
- If you are not satisfied with their final written decision then you have the right to refer your complaint to The Legal Ombudsman (contact details above), within 6 months for the date of that decision.
- Please note that you can bring a complaint within a period of 6 years from the date of the act/omission you wish to complain about or 3 years from the date when you become aware of your entitlement to bring your complaint. The Legal Ombudsman may not accept a complaint where the act or the date of awareness of your right to complain goes beyond the 6th October 2010. If you have any concerns as to whether you are within the time limit for making a complaint you should contact the Legal Ombudsman to seek his guidance at the address, telephone numbers or email address detailed above.
If we have to change any of the procedures above, we will let you know and explain why.