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 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.
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. Their contact details are:
Phone: – 0370 606 2555; Fax: – 0121 616 1999
Open hours 8.00 to 18.00, Monday, Wednesday, Thursday, Friday, 09.30 to 18.00, Tuesday
Address: – Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN
Website: – www.sra.org.uk
What can I 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.
Visit: www.legalombudsman.org.uk; Call: 0300 555 0333 between 9am to 5pm.
Email: firstname.lastname@example.org; Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
Our complaints policy
We are committed to providing a high-quality legal service to all our clients. When something goes wrong we need you to tell us about it. This will help us to improve our standards.
Our complaints procedure
If you have a complaint, please contact Mr B G Cook our Company Secretary. You can contact him at Lowgate, Hull HU1 1EN. Mr Cook will investigate your complaint in conjunction with the Solicitor in charge of the department involved in your complaint.
What will happen next?
- We will send you a letter acknowledging your complaint. You can expect to receive our letter within three days of us receiving your complaint.
- We will record your complaint in our central register and open a file for your complaint. We will do this on the same day as we acknowledge your Complaint.
- We will then start to investigate your complaint. This may involve one or more of the following steps.
- We will review your file with the member of staff who acted for you.
- We will then write to you with an explanation to the points raised by you. This may take up to 14 days after our acknowledgement of your Complaint.
- If necessary we will then invite you to meet Mr Cook to discuss and hopefully resolve your complaint. We will do this within five days of receiving your request.
- Within two days of the meeting we will write to you to confirm what took place and any solutions we have agreed with you.
- At this stage, if you are still not satisfied you can contact us again. We will then arrange to review our decision. This will happen in one of the following ways.
- Mr Cook will review his own decision within five days.
- We will arrange for someone in the firm who has not been involved in your complaint to review it. They will do this within ten days.
- We will invite you to agree to independent mediation. We will let you know how long this process will take.
We will let you know the result of the review within five days of the end of the review. At this time we will write to you confirming our final position on your complaint and explaining our reasons.
If we have to change the timescales above, we will let you know and explain why.
If for any reason we are unable to resolve the problem between us, then we are regulated by the Legal Ombudsman who will provide a complaints redress for you. If you are still not satisfied, they can be contacted at Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ, or telephone 0300 555 0333 or by e-mail at email@example.com.
Ordinarily, you can ask them to look at your complaint if it meets all three of the conditions below:
- The problem or when you found out about it, happened after 5 October 2010; and
- You are referring your complaint to the Legal Ombudsman within either of the following:
- Six years of the problem happening; or
- Three years from when you found out about it; and
- You are referring your complaint to us within twelve months of your service provider’s final response