We aim to give clients the highest standard of 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.
If you have a complaint, please raise it in the first instance with the individual responsible for your matter. He/she will review the position with you and try to resolve the matter. Further, or alternatively, you may raise any complaint directly with our Managing Partner, Patrick Tolhurst (by email at email@example.com or by telephone on +44 (0) 7775 924798).
If the complaint cannot be resolved immediately by way of discussions with you, we will, within three working days, start to investigate your complaint. We may ask you to clarify your complaint or explain it in more detail and we may suggest a meeting with you.
We will aim to complete our investigation and respond to your complaint within 15 working days of receipt of the complaint. This may include suggestions for resolving the matter. If we need longer to complete our investigation and respond to your complaint, we will contact you again within this timescale to explain the position. As set out by the Legal Ombudsman, we will ensure that your complaint is fully concluded within eight weeks of receiving your complaint.
If we are unable to resolve your complaint to your satisfaction, you may be able to pursue the matter further by raising it with the Legal Ombudsmun (LO). Their complaints and redress scheme is available to individuals and certain types of small entities and organisations and is free of charge to use.
Before accepting a complaint for investigation, the LO will check that you have tried to resolve your complaint with us first. Any complaint to the LO must be made within six months of receiving our final response to you and (i) no more than one year from the date of act/omission; or (ii) no more than one year from when you should reasonably have known there was a cause for complaint.
For further information, you should contact the LO at:
The Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ
tel: 0300 555 0333.
The Solicitors Regulatory Authority (SRA) 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 concerns directly with the SRA.