We are committed to providing high-quality legal services to all clients of the firm. However, if at any point you become unhappy or concerned about the service we have provided, or if something goes wrong, then you should tell us about it immediately, so that we can do our best to resolve the problem and to help us improve our standards.
In the first instance it may be helpful to contact the person who is working on your matter to discuss your concerns so that they can do their best to resolve any issues. If that is not sufficient, or you would like to make a formal complaint, then please contact Edward Harris with details of the complaint or issue.
What will happen next?
- We will send you a letter acknowledging receipt of your complaint within three days of us receiving the complaint, enclosing a copy of this procedure.
- Your complaint will then be investigated by Mr Edward Harris. This will normally involve Mr Harris reviewing your complaint and reviewing your matter file and speaking to the member of staff who acted for you if it was not Mr Harris himself.
- We will then invite you to a meeting to discuss, and hopefully resolve, your complaint. We will do this within 14 days of sending you the acknowledgement letter.
- Within three days of the meeting we will write to you to confirm what took place and the solutions we have agreed with you.
- If you do not want to meet, or it is not it is not possible to do so, we will send you a detailed written reply to your complaint including our suggestions for resolving the matter. This will be within 21 days of sending you the acknowledgement letter.
- At this stage if you are still not satisfied, you should contact us again and we will arrange for someone unconnected with the firm, for example another local solicitor or a mediator, to review the decision.
- We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explain the reasons.
What to do if we cannot resolve your complaint
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 a final response to your complaint
- 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 complaint.
If you would like more information about the Legal Ombudsman, please contact them.
Legal Ombudsman Contact details
Call: 0300 555 0333 between 9.00 to 17.00.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
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 the SRA website (https://www.sra.org.uk/consumers/problems/report-solicitor/) to see how you can raise your concerns with the Solicitors Regulation Authority.