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Complaints Procedure

The Solicitors Regulation Authority

“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

 

The Legal Ombudsman

You can also register a complaint with The Legal Ombudsman service which has been operational since October 6th 2010 and is ultimately responsible for ensuring that complaints are dealt with appropriately. However, before you contact the Legal Ombudsman you must first register an official complaint with us. The Legal Ombudsman expects you to give us 8 weeks to try to resolve the matter. If after 8 weeks you are still dissatisfied you can then involve the Legal Ombudsman. For more information on how the Legal Ombudsman works please visit the Legal Ombudsman website.

 

Timescales

In normal circumstances you are required to register a complaint with the Ombudsman within one year. You must give us 8 weeks to try to resolve your complaint before contacting the Legal Ombudsman. A complaint to the Legal Ombudsman must normally be made within six months of the date of the conclusion of the Firm's complaints procedure. In summary:

  • The Legal Ombudsman expects you to give us 8 weeks to try to resolve your complaint
  • After this time, you can contact the Legal Ombudsman (but you must do so within 6 months of the firm's substantive response to your complaint)
    • In any event the Legal Ombudsman must receive details of any complaint that you wish to raise with them within 12 months of any act/omission or within 12 months when you reasonably knew or ought to have known of the act or omission that has given you cause to complain.

 

Getting Started

To register a formal complaint, please follow the procedure set out in our policy here .

In addition to the Legal Ombudsman, several other complaints bodies exist which are also able to deal with complaints about legal services - these are: Ombudsman Services, ProMediate, Small Claims Mediation and the European Online Dispute Resolution platform. Information about these alternatives can be found at:

www.ombudsman-services.org

www.promediate.co.uk

ec.europa.eu/c

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