If you have a complaint or grievance it would be appreciated if you could kindly write (either letter or email) outlining the problem so that we can, hopefully, rectify without delay. We will acknowledge the complaint or grievance (letter or email) within 48 hours of receipt. Please ensure that if you send your complaint to our Mr Wafer at email@example.com please also cc with a copy either to Natalie Peters at firstname.lastname@example.org or Caroline Stanton at email@example.com.
Once we have received your complaint and acknowledged receipt, we confirm that we would hope to respond within 10 days. If we need more time because the matter is complicated, or the volume of paperwork is extensive then we shall confirm and request further a 21 days. If you are unhappy with the outcome, we can attempt to set in motion for a local Solicitor to mediate. Making a complaint will not affect out we handle your case.
The Solicitors Code of Conduct was amended on 6 October 2010 to reflect the creation of the Legal Ombudsman. The Legal Ombudsman replaces the Legal Complaints Service. If having made a complaint to us under our internal Complaints Procedure, you remain unhappy with our response, you may be able to ask the Legal Ombudsman to consider your complaint. The Legal Ombudsman will not consider your complaint until and unless you have exhausted our in-house complaints procedure.
If you want to contact the Legal Ombudsman, you should call 0300 555 0333 between 9:00am to 5:00pm Monday to Friday, email them at firstname.lastname@example.org or write to them at PO Box 6806, Wolverhampton, WV1 9WJ. Normally you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint.
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. The Legal Ombudsman will look at your complaint independently and it will not affect how we handle your case.
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 6 months of receiving a final response to your complaint from us
No more than 6 years from the date of act/omission; or
No more than 3 years from when you should reasonably have known there was cause for complaint.
The Solicitors Regulation Authority can help 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. The Solicitors Regulation Authority website: https://www.sra.org.uk/