Complaints Procedure
In the event that you have a complaint then you should tell us as soon as possible. In the first instance, please speak to the person dealing with your case and if that does not resolve the issue then speak to the solicitor supervising your case. His/her name will be at the bottom of the initial letter sent to you.
If you are still unhappy, please contact Gregory Stewart or Melanie Krudy. Please note this must be in writing and set out your complaint as fully as possible so we can identify the issues and respond.
We will confirm receipt of your complaint within 21 days and we will respond in full within 42 days, if not sooner. If we cannot respond in full within this time scale we will write to you to let you know. We have a written complaints policy and a copy can be provided to you on request.
What do to 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
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 complaint.
If you would like more information about the Legal Ombudsman, please contact them.
Contact details
Legal Ombudsman
PO Box 6806,
Wolverhampton,
WV1 9WJ
Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9am to 5pm.