Complaint Procedure

Your opinion is important to us. As a firm we pride ourselves on client satisfaction, if you are dissatisfied with the service we have provided then you have the right to complain.

We take complaints very seriously and aim to resolve any disputes quickly and amicably.

Should you wish to make a complaint, please do so in writing to the following address:

12a High Street,
Sileby
Loughborough
Leicestershire
LE12 7RX

If the complaint is not resolved to your satisfaction and you wish to involve an outside body, then you can contact the Legal Ombudsman service (www.legalombudsman.org.uk) on 0300 555 0333. In normal circumstances, the Legal Ombudsman expects you to allow us 8 weeks to try to resolve your complaint before contacting them, and complaints should be made within six months of the date of the conclusion of the Firm’s complaints procedure.

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service that we provided, then you should inform us immediately, so that we can do our best to resolve the problem.

If you would like to make a formal complaint, then you can read our full complaints procedure. Making a complaint will not affect how we handle your case.

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

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

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

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 their website to see how you can raise your concerns with the Solicitors Regulation Authority.