SRA 'required information' about complaints process

Information about our complaints process, raising concerns to the Legal Ombudsman and to ourselves

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.  However, ifyou then decide that you wish to make a formal complaint, let us know and we will send you a copy of our written complaints procedure, setting out the process.

The Solicitors Regulation Authority can also 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.

If we still cannot then resolve your complaint The Legal Ombudsman can help you.    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.

  Contact details

  Visit: www.legalombudsman.org.uk

  Call: 0300 555 0333 between 9am to 5pm.

  Email: enquiries@legalombudsman.org.uk

  Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ