GB
We strive to offer the best service possible. If you have any concerns or are dissatisfied with our service or charges, including a bill you have received, please follow the process below.
Please raise your concerns with the individual managing your case. If you are uncomfortable doing so, you can contact our Complaints Officer directly at [email protected].
If your concerns are not addressed promptly, they will be escalated as a formal complaint. A senior member of our team will review the situation, and we will provide our final decision and proposed resolution within eight weeks.
We deal with all complaints promptly, fairly and free of charge.
We will acknowledge your complaint within 30 days of receiving it. If necessary, we may ask you to provide proof of your identity and/or your authority to make the complaint on someone else’s behalf.
We will provide you with a copy of our Privacy Notice if you have not already seen it. This can also be accessed on our website.
We may arrange a discussion with you to obtain further information and/or try to agree how the issues can be resolved without undue delay. If this is not possible, we will investigate your concerns, keep you informed and respond without undue delay.
Our response will explain what we have done to resolve your complaint and, where appropriate, any actions we have taken as a result.
Please note that making a data protection complaint is not the same as asking us to exercise your data protection rights, such as making a subject access request for a copy of the personal data we hold about you.
A complaint is where you are unhappy with how we have handled your personal data. A rights request is where you ask us to take a particular action in relation to your data. Requests to exercise your rights are dealt with separately, under the process and timescales set out in our Privacy Notice.
If you are not satisfied with our response to either a general complaint or a data protection complaint:
Website: www.legalombudsman.org.uk
Address:
Legal Ombudsman
PO Box 6167
Slough
SL1 0EH
Email: [email protected]
Phone: 0300 555 0333, between 9:00am and 5:00pm
Alternative dispute resolution (ADR) bodies, such as ProMediate and Small Claims Mediation, are available to deal with complaints about legal services where both parties agree to use them.
However, we consider the Legal Ombudsman to be the appropriate route for our clients and do not agree to use an alternative ADR scheme.
If your complaint relates to how your personal data has been used or handled, and we have not been able to address it to your satisfaction under this policy, you may be able to make a complaint directly to the Information Commissioner’s Office (ICO).
You can learn more about the ICO and your personal data rights at www.ico.org.uk. Information about making a data protection complaint is available at ico.org.uk/make-a-complaint/data-protection-complaints.
As a firm of solicitors, we are required to maintain professional indemnity insurance up to a specified limit. This helps protect clients, subject to the terms of the policy, in the unlikely event that a mistake is made in a case.
If you believe we have made a mistake in your case and that you have suffered, or may suffer, loss or damage as a result, you must inform us immediately.
The contact details for our professional indemnity insurers, along with information about the territorial coverage of the policy, are available upon request from the individual handling your case.
