Our complaints procedure
We are committed to providing a high-quality legal service to all our clients. When something goes wrong we need you to tell us about it. This will help us to improve our standards.
If you have any concerns we encourage you to raise these, in the first instance, with your file handler and/or their Manager. Many clients prefer to seek to resolve complaints informally in this way as it often results in concerns being resolved faster; usually by telephone within a few days.
If, however, you are unhappy with the outcome of our informal investigation or you would prefer us to investigate your complaint formally, please follow the procedure below.
How to make a formal complaint
If you have a formal complaint, please write to us with details, addressing your letter to Dominic Timmons, Head of Compliance, at No.1 Europa House, Conway Street, Birkenhead, CH41 4FT. We want our complaints procedure to be accessible by all, so if you are unable to detail your complaint in writing or need some assistance in doing so, please contact the Case Review Team to discuss alternative ways of communicating with us.
What will happen next?
- Formal complaints will be recorded in our central register within 24 hours and we will send you a letter acknowledging your complaint within 2 days of us receiving it.
- Your complaint will be investigated by the Head of Compliance. We will ask you to provide additional information if we feel it is necessary to help us properly investigate your complaint.
- Once we have spoken to any relevant parties, examined all relevant files and concluded our investigation we will send you, within 21 days of acknowledging your complaint, a detailed written response which will include our suggestions for resolving your complaint.
- If we have to change the timescales for any reason we will let you know and explain the reasons.
- The Solicitors Regulation Authority can help you 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.
You can raise your concerns with the Solicitors Regulation Authority.
What do to if we cannot resolve your complaint
Should you remain dissatisfied or we are unable to resolve matters following the review of your complaint, you are entitled to contact the Legal Ombudsman.
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.