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.
Our Complaints Procedure is as follows:
- Any complaint should be raised with the Client Care Director, Andy Williamson.
- Any written complaint will be acknowledged within 7 days setting out a timetable within which the complaint will be dealt with, and where necessary requesting further information from the client.
- Where appropriate, and with the consent of the client, a meeting will be held to discuss the complaint.
- A full response to the complaint will be made as soon as possible after the complaint is raised but in any event within 28 days of the complaint being made.
- If we accept that the complaint is valid then we will set out a course of action that we consider acceptable to resolve the complaint.
- You have right to make a formal complaint to the Solicitors Regulation Authority if we do not consider that the complaint is valid or in the event that you do not accept our response to the complaint. 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. (www.sra.org.uk/consumers/problems/reportsolicitor.page)
- If at the end of the complaints process you remain unhappy then you have the right to complain to the Legal Services Ombudsman. You must do this within 6 months of receiving a final response to your complaint and 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 a cause for complaint. Their details are as follows:
PO Box 6806