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.
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.
You can raise your concerns with the Solicitors Regulation Authority.
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:
and
If you would like more information about the Legal Ombudsman, please contact them.
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PO Box 6806, Wolverhampton, WV1 9WJ |
Telephone: |
0300 555 0333 (9am to 5pm) |
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