If you are dissatisfied with the service we have provided then you have the right to complain. The Legal Ombudsman (LeO) service has been operational since October 6th, 2010 and is ultimately responsible for ensuring that complaints are dealt with appropriately.
However, before you contact the LeO you must first register an official complaint with us. Normally, the Legal Ombudsman expects you to give us 8 weeks to try to resolve the matter. If after 8 weeks you are still dissatisfied you can then involve the Legal Ombudsman. For more information on how the LeO works please visit the Legal Ombudsman website.
However, please note that from 1st April 2023 the time limits are changing. From the 1st April the LeO expects complaints to be made to them within a year of the date of the act or omission about which you are concerned or within a year of you realising there was a concern. The requirement to refer your concerns to the LeO within six months of our final response to you remains the same.
In normal circumstances you are required to register a complaint within one year. You must then give us 8 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 8 weeks to try to resolve your complaint
- After this time, you can contact the Legal Ombudsman (but you must do so within 6 months)
To register a formal complaint, please write to us and include all the information suggested by the Legal Ombudsman - their website includes some useful resources.
In addition to the Legal Ombudsman, several other complaints bodies exist which are also able to deal with complaints about legal services - these are:
You may also choose to make a report to the Solicitors Regulation Authority (SRA). This could be if you are concerned about our professional behaviour or conduct, such as for things like dishonesty, deliberately overcharging you, or treating you unfairly because of a characteristic such as your age, sex or a disability.
You can find out how to make a report at https://www.sra.org.uk/consumers/problems/report-solicitor or contact the SRA at their details below:
Solicitors Regulation Authority,
199 Wharfside Street,
Tel: 0370 606 2555