Our firm is both authorised and regulated by the Solicitors Regulation Authority
and the registration number is 00070079
Complaints
Our complaints policy
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.
Our complaints procedure
If you have a concern or a complaint, please contact us as soon as you are aware of the problem so this can be addressed. You should contact Leslie Conway at :
We will send you a letter acknowledging receipt of your complaint within 5 working days of receipt of the complaint, enclosing a copy of this procedure, although this is also available on our website.
We will then investigate your complaint. This will normally involve passing your complaint to our client care member, Leslie Conway who will review your file.
We will then send you a detailed written reply to your complaint including, if appropriate, suggestions for resolving the matter. You will receive this within 21 days of our sending to you the acknowledgement letter.
If, at this stage, you are still not satisfied, you should contact us again to explain why you remain unhappy with our response and we will review your comments.
We will write to you within 14 days of receipt of your request for a review, confirming our final position in respect of your complaint and explain our reasons.
What to do 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 and
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.
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.
