We are committed to providing a quality legal service to all our clients. Consequently, it is essential, when something goes wrong or any client believes they have reason to complain, that we have effective procedures to assist an early resolution of the problem. Only by doing so can we hope to maintain the quality standards we have set and improve them by learning from what may have gone wrong and what our clients tell us.
Our complaints handling directors are John Houldsworth and Amanda Hall - they can be contacted in the following ways
2-4 Duck Street
Tel: 01200 422152
Tel: 01254 825757
Although not essential, in making your complaint it would be helpful to us if you could provide details of your concerns in writing (if you have not already done so). If you would prefer not to have to do this, please arrange to see us and we will be pleased to take details from you.
What will happen next
If you are still not satisfied you must then contact the Legal Ombudsman. If we must change any of the timescales above, we will let you know and explain why.
We will also give you the name and address of the Legal Ombudsman (LEO). If you still remain unsatisfied, you can contact them about your complaint. Please be aware that the Legal Ombudsman will not accept complaints where the act or date of awareness was before 6 October 2010. The LEO may consider it appropriate to refer the matter to the Solicitors Regulation Authority (SRA). From the 1 April 2023 the Legal Ombudsman expects complaints to be made to them within a year of the date of the act or omission about which you are concerned or within a year of you realising there was a concern. You must refer your concerns to the Legal Ombudsman within six months of our final response to you.
The address for the Legal Ombudsman is:
PO Box 6167
Helpline: 0300 555 0333
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.
If you are unhappy about how the LeO or SRA have dealt with your complaint you can complain to the Legal Services Ombudsman (LSO), who is responsible for dealing with complaints about legal professional bodies. The address for the Legal Services Ombudsman is:
Legal Services Ombudsman
3rd Floor Sunlight House
Quay Street Manchester
Helpline: 0845 601 0794