LAWYERS EXPERTISE INTERNATIONAL INSIGHTS About us Join us Contact us COMPLAINTS PROCEDURE Introduction If you are dissatisfied with the service we have provided then you have the right to complain. The Legal Ombudsman service has been operational since 6 October 2010 and is ultimately responsible for ensuring that complaints are dealt with appropriately. However, before you contact the Legal Ombudsman you must first register an official complaint with us. Normally, the Legal Ombudsman expects you to give us eight weeks to try to resolve the matter. If after eight weeks you are still dissatisfied you can then involve the Legal Ombudsman. For more information on how the Legal Ombudsman works please visit the Legal Ombudsman website. Timescales In normal circumstances you are required to register a complaint within one year. You must then give us eight weeks to try to resolve your complaint before contacting the Legal Ombudsman. A complaint to the Legal Ombudsman must normally be made within six months of the date of the conclusion of the Firm's complaints procedure. In summary: You must register your complaint with us within one year The Legal Ombudsman expects you to give us eight weeks to try to resolve your complaint After this time, you can contact the Legal Ombudsman (but you must do so within six months) Getting Started To register a formal complaint, please write to us and include all the information suggested by the Legal Ombudsman - their website includes some useful checklists and sample letters. If your concerns relate to our professional conduct, you can raise these directly with the Solicitors Regulatory Authority. Further information is available here. In addition, several other complaints bodies exist which are also able to deal with complaints about legal services - these are: Ombudsman Services, ProMediate, Small Claims Mediation and the European Online Dispute Resolution platform. Information about these alternatives can be found at: www.ombudsman-services.org www.promediate.co.uk www.small-claims-mediation.co.uk ec.europa.eu/consumers/odr/ About us Expertise Lawyers International Insights & events Join us Contact us COVID-19 client guidelines Stevens & Bolton LLP Wey House Farnham Road Guildford Surrey GU1 4YD United Kingdom +44 (0) 1483 302264 +44 (0) 1483 302254 2423 Guildford 1 Accessibility Complaints Procedure Legal Notice Privacy Notice Cookies Regulatory Information Sitemap © Stevens & Bolton LLP 2021 SUBSCRIBE NOW > We use the following cookies: Necessary cookies. These are cookies which are necessary for the operation of our website. We set these cookies so that they are always on. Analytics and other third-party cookies. We would like to use analytics and limited other third-party cookies to improve our website and your experience using it. These cookies collect and report information to us about your browsing activity on our website. If you are happy to allow us to use these cookies, please click "accept cookies" or you can turn individual cookies on by clicking "manage cookies". You can change your preferences at any time by visiting our cookie details page. ACCEPT COOKIES MANAGE COOKIES