We are committed to providing a high-quality service to all our clients, and we are confident of doing so. We value you and would not wish to think you have reason to be unhappy with us. However, you must understand that if you have any queries, concerns or other problems about the service that we are providing, you are entitled to complain.
In the first instance it may be helpful to contact the partner who is working on your case, or if you prefer, Richard Buxton personally, as soon as possible 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. We have a complaints procedure, a copy of which is available on request. 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.
What do to 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
- 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.
Call: 0300 555 0333 between 9am to 5pm.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ