You are entitled to complain about the services that we provide to you. Our written complaints procedure is available on written request. As a first step you should raise any concerns with the person(s) named in the engagement letter who is/are carrying out work for you. If your concerns or complaints remain unresolved or you do not wish to speak to the person(s) named, please contact us to request a copy of our complaints procedure. At the end of our complaints procedure, you have the right to make a complaint to the Legal Ombudsman (PO Box 6806, Wolverhampton WV1 9WJ, telephone number: 0300 555 0333, email address: email@example.com, website: www.legalombudsman.org.uk). There are time limits for making a complaint to the Legal Ombudsman: you should make a complaint to the Legal Ombudsman no later than 6 years from the date when we have done or not done something which is the subject matter of your complaint or 3 years from the date when you should have reasonably known that you could complain. You also have 6 months to complain to the Legal Ombudsman from when you receive a final response from us.
Alternative complaints bodies (such as ProMediate www.promediate.co.uk exist which are competent to deal with complaints about legal services should both you and we wish to use such a scheme.
If you are unhappy with or have a complaint about the amount that we have charged you, you can use the court assessment procedure (see your rights with regard to our Invoices in our Terms of Business) in addition to our complaints procedure.
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, see www.sra.org.uk.