Although we would hope the occasion would never arise, if a Client should ever find that they are dissatisfied with the service that they receive from the firm the matter should be raised the matter with Keith Freeman or Helen Thompson.
We have a procedure in place which details how we handle complaints. This is available by request from Keith or Helen should the need ever arise.
We will acknowledge your complain in writing and will within eight weeks consider your complaint. If we have not resolved it to your satisfaction within this time you may complain to the Legal Ombudsman.
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 our final response to your Complaint
And
No more than one year from the date of the act or omission being complained about; or
No more than one year from the date when you should reasonably have known that there was cause for complaint.
The contact details for the Legal Ombudsman are as follows:
https://www.legalombudsman.org.uk/contact-us/
Telephone 0300 555 0333
Legal Ombudsman,
PO Box 6167,
Slough,
SL1 0EH
The Solicitors Regulation Authority can help you if you are concerned about our behaviour, e.g. treating you unfairly because of your age, a disability or other characteristic, taking or losing your money or, dishonesty. You can raise your concerns with the Solicitors Regulation Authority here:
https:/www.sra.org.uk/consumers/problems/report-solicitor
