Complaints Procedure

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service, we 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 yourconcerns and we will do our best to resolve any issues. If you would like to make a formal complaint, then you can read our full complaints procedure . Making a complaint will not affect how we handle your case.

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Our Complaints Procedure

To ensure that we handle all complaints that have been raised to us in a timely manner, we follow this process:

1. A complaint has been raiesed to us

2. We will arrange a meeting with the person that is currently working on the case to understand the context of the complaint

3. Once we have understood the case and your complaint, we will comeback to you within 14 working days on a solution on how we resolve the situation

4. if you are still unhappy with the solution, we may suggest other solutions such as moving your case to someone else in the firm or moving your case to a new firm that can handle your case.

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What to do if we cannot resolve your complaint

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service provided to you then you should inform us immediately so that we can do our best to resolve the problem for you. In the first instance it may be helpful to contact the individual who is working on your case to discuss any concerns and we will do our best to resolve any issues at this stage.

What happens if I don’t agree with your views on the complaint?

If we are unable to resolve the complaint with you then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates problems about poor service from lawyers.

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:

• No more than one year from the date of the act or omission being complained about; or

• No more than one year from the date when you should have realised that there was cause for complaint;

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• Within six months of receiving a final response to your 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 10am to 4pm.

Relay UK: 18001 0300 555 0333

Email enquiries@legalombudsman.org.uk

Legal Ombudsman PO BOX 6167, Slough, SL1 0EH

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What to do if you are unhappy with our behaviour

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.