We want to provide you with 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, or their Supervising Partner 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 there are certain deadlines you must adhere to when referring your complaint to the Legal Ombudsman.
You must refer your complaint to the Legal Ombudsman:
- within one year of the date of the act or omission being complained about; or
- within one year of the date when you ought reasonably to have realised that there was cause for complaint
Once we have issued our final response to your complaint, you must also ensure that the complaint is referred to the Legal Ombudsman within 6 months of the date of that response.
If you would like more information about the Legal Ombudsman, please contact them on the details below.
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 review 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.
The Legal Ombudsman expects complaints to be made to them within one year of the date or omission about which you are complaining, or within one year of the date you ought reasonably to have realised that there was cause for complaint. 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.