What to do if we cannot resolve your complaint |
- We have eight weeks to consider your complaint. If we have not resolved it within this time you may be able to complain to the Legal Ombudsman. This applies if you are an individual, a business with fewer than 10 employees and turnover or assets not exceeding a certain threshold, a charity or trust with a net income of less than £1m, or if you fall within certain other categories (you can find out more from the Legal Ombudsman). The Legal Ombudsman will look at your complaint independently and it will not affect how we handle your matter.
- 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 a final response to your complaint;
and
- no more than six years from the date of act/omission; or
- no more than three years from when you should reasonably have known there was cause for
- If you would like more information about the Legal Ombudsman, please contact
Contact Details
Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9.00 to 17.00 Email: enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
- Alternative dispute resolution (ADR) bodies exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme, eg [insert the name of the provider your firm users or an illustrative provider such as Ombudsman Services, ProMediate or Small Claims Mediation]. [We have, however, chosen not to adopt an ADR process. If, therefore, you wish to complain further, you should contact the Legal Ombudsman OR We are willing to enter into an ADR process with [include name of scheme], subject to your agreement. This will involve [state what the ADR process involves (including whether there are any costs and who pays), which will vary depending on the ADR provider you have chosen]].
- [If we are unable to resolve your complaint, and it relates to a contract we entered into online or by other electronic means, you may also be able to submit your complaint to an approved alternative dispute resolution provider in the UK via the EU ‘ODR platform’.
- The ODR platform is an interactive website offering a single point of entry for disputes between consumers and traders relating to online contracts. The ODR platform is available to consumer clients only, ie where you have instructed us for purposes outside your trade, business, craft or
- The website address for the ODR platform is: http://ec.europa.eu/odr.
What to do if you are unhappy with our behaviour |
- The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.
- Visit its website to see how you can raise your concerns with the Solicitors Regulation Authority.