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Complaint Policy

If you consider that we have not provided a satisfactory service, then we want to hear from you to enable us to improve.

Should your complaint be about the service you have received and the person dealing with your matter has been unable to resolve it, please contact Lorraine Smith on 01785 223440 with the details of your complaint.  A copy of the complaint’s procedure will be sent to you upon request.

If you are still not satisfied, you can then contact the Legal Ombudsman at Box 6806, Wolverhampton, WV1 9WJ about your complaint. Any complaints to the Legal Ombudsman must usually be made within 6 months of the date of our final decision on your complaint but for further information, you should contact the Legal Ombudsman (0300 555 0333 or refer to the legalombudsman.org.uk).

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:

  1. Within six months of receiving a final response to your complaint.
  2. No more than six years from the date of act/omission.
  3. No more than three years from when you should reasonably have known there was cause for complaint.

The Solicitors Regulation Authority can also help you if you have a complaint about our professional conduct. You can raise your concerns with the Solicitors Regulation Authority.