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. If you have a complaint, write to us with the details. The following will then happen:
- We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within 2 days of us receiving your complaint.
- We will record your complaint in our central register and open a separate file for your complaint. We will do this within a day of receiving your complaint.
- We will acknowledge your reply to our acknowledgement letter and confirm what will happen next. You can expect to hear from us within a day of your reply.
- We will then start to investigate your complaint. This will normally involve the following steps:
- We will pass your complaint to Lambros Lambrou, our Complaints Handling Partner, within 3 days.
- He will ask the member of staff who acted for you to reply to your complaint within 5 days.
- He will then examine the reply and the information in your complaint file. If necessary, he may also speak to them. This will take up to 3 days from receiving the reply and the file.
- Mr Lambrou may then invite you to meet or speak to them and discuss and, we hope, resolve your complaint. He will do this within 3 days.
- Within 2 days Mr Lambrou will write to you to confirm what took place and any solutions he has agreed with you or will send you a detailed reply to your complaint. This will include his suggestions for resolving the matter. He will do this within 5 days of completing his investigation.
- At this stage, if you are still not satisfied you can write to us again. We will then arrange to review our decision.
- We will let you know the result of the review within 5 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. We will also give you details of the Legal Ombudsman.
- If you are still not satisfied or a period of 8 weeks has elapsed, you can contact the Legal Ombudsman about your complaint. This must be done within 6 months of our final response to your complaint. The Legal Ombudsman can investigate complaints up to one year from the date of the problem happening or within one year from when you should reasonably have known there was cause for complaint. Their contact details are PO Box 6806, Wolverhampton, WV1 9WJ, 0300 555 0333, firstname.lastname@example.org www.legalombudsman.org.uk. Not everyone is eligible to resort to the Legal Ombudsman, full details appear in their scheme rules which can be found by following this link: https://www.legalombudsman.org.uk/media/nvmhdgsv/scheme-rules-april-2023-final.pdf.
If we have to change of the timescales above, we will let you know and explain why.
If you have cause to complain about or ethics or behaviour you may contact the SRA and further information can be found by following this link: https://www.sra.org.uk/consumers/problems/