- Unit 95/96 Kingspark Business Centre, 152-178 Kingston Road, New Malden, Surrey, KT3 3ST, United Kingdom.
- Monday-Friday: 9am – 5pm
- 0044 (0) 208 891 2910
- 0044 (0) 208 891 1959
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 your concerns and we will do our best to resolve any issues.
Making a complaint will not affect how we handle your case.
How do I make a formal complaint?
If you would like to make a formal complaint, you can contact us in writing (by letter, fax or email)
To help us to understand your complaint, and in order that we do not miss anything, please tell us:
- your full name and contact details
- what you think we have got wrong
- what you hope to achieve as a result of your complaint, and
- your file reference number (if you have it)
If you require any help in making your complaint we will try to help you.
How will you deal with my complaint?
- We will record your complaint centrally.
- We will write to you within fourteen working days acknowledging your complaint.
- We will investigate your complaint. This will usually involve:
- reviewing your complaint
- reviewing your file(s) and other relevant documents, and
- speaking with the person who dealt with your matter
- We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.
- We will update you on the progress of your complaint at appropriate times.
- We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. Where possible, we will aim to do this within 21 days of the date of our letter of acknowledgement.
We will make every effort to comply with these timescales. If there are circumstances which will mean it is difficult for us to comply with them, eg illness or holiday, we will write to tell you
What if I am not satisfied with the outcome?
- If you are unhappy with the outcome of our complaints handling procedure please first let us know and we will review the matter.
- If you are still unhappy you can ask the Legal Ombudsman to look into 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.
Legal Ombudsman Contact details
Call: 0300 555 0333 between 9.00 to 17.00.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
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.