Complaints Policy

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. If you would like to make a formal complaint,
then you can read our full complaints procedure. 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, and
• No more than six years from 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.

Contact details

Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9.00 to 17.00.
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

What to do if you are unhappy with our behaviour

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.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.