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. If you would like to make a formal complaint, then please contact Mr Bhamm at our West London office. Mr Bhamm is our Complaints Handling Representative. He will make an appointment for you to discuss your complaint in person, over the telephone, or arrange for you to make it in writing. This should happen normally within 5 working days. Within a further 5 working days, Mr Bhamm will then investigate your complaint by speaking to the member of staff concerned, and revert to you. If for some reason the investigation cannot be concluded within this timeframe, Mr Bhamm will explain this to you, giving you a revised timescale. Once the investigation has been completed, Mr Bhamm will write to you inviting you in for a meeting to confirm his discussion with the member of staff, and a solution to the problem, which it is hoped can be agreed with you. This should take a further 5 working days. If this does not resolve matters, another senior member of the firm will write to you offering a further meeting within 10 working days. Making a complaint will not affect how we handle your case.
We will always try our hardest to resolve any complaints if they are made against us. Normally you cannot take your complaint further if you have not first tried to resolve your complaint with us.
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:
Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9.00 to 17.00.
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
The Solicitors Regulation Authority can help 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.
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority. Further help
If you require further assistance, please contact the Professional Ethics helpline.
