If you have a complaint in relation to the way in which your matter is being handled you should refer the matter in the first instance to the member of staff who acted for you. If they are unable to resolve the matter to your satisfaction you should refer the matter to the partner in charge of the department who will attempt to resolve the issue with you promptly, fairly and effectively. If your complaint remains unresolved you should write to the complaints partner, Victoria Copeman. Complaints should in the first instance be made in writing by letter or email to the person responsible for your matter.
The firm is authorised and regulated in the conduct of its business by the Solicitors Regulation Authority. If we are unable to resolve your complaint to your satisfaction you may have the right to refer it to the Legal Ombudsman for England and Wales set up by the Office for Legal Complaints under the Legal Services Act 2007. There are time limits within which complaints must be brought. Generally, complaints must be made within 12 months of the problem arising and within 6 months of your receiving a final response from us. Further details of the Legal Ombudsman scheme can be obtained from the Legal Ombudsman. Their contact details are as follows:
Tel:                0300 555 0333 and 0121 245 3050
Email:           enquiries@legalombudsman.org.uk
Website:       www.legalombudsman.org.uk
Address:       PO Box 6167, Slough, SL1 0EH
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.
For guidance on their complaints procedure and how to raise your concerns you can contact them on 0370 606 2555 or visit their website www.sra.org.uk.