Complaints Procedure

We hope that all of our clients are more than satisfied with how their cases have been handled by our team. However, if you do wish to make a complaint, please find our complaints procedure below, which explains how we will work with you to resolve your problem in an efficient and timely manner.

We are committed to providing a high-quality legal service to our clients. When something goes wrong, we need you to tell us about it. This will help us to sort out any mistakes or misunderstandings, and to improve our standards.

If you have a complaint, please raise the problem with the lawyer responsible for your matter, or if you prefer, Nicky Salt.

What will happen next?

1. We will acknowledge receipt of your complaint in writing within three days of receiving it.

2. We will then investigate your complaint. This will normally involve Nicky Salt, or a solicitor nominated by her, reviewing your file and speaking to the member of staff who acted for you.

3. Within 14 days of sending you the acknowledgement letter, Nicky Salt (or the nominated solicitor) will invite you to a meeting to discuss and resolve your complaint or offer you a chance to discuss the matter by telephone.

4. Within three days of the meeting or telephone conversation, Nicky Salt (or the nominated solicitor) will write to you to confirm what took place and any solutions we have agreed with you.

5. In any case s/he will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 21 days of sending you the written acknowledgement of your complaint referred to in paragraph 1 above.

6. If we have to change any of these timescales, we will let you know and explain why.

7. If you are not satisfied, you can contact the Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response on your complaint but for further information, you should contact the Legal Ombudsman on 0300 555 0333 or at [email protected] Note that the Legal Ombudsman service cannot be used by businesses or most other organisations unless they are below certain size limits. Further details are available from the Legal Ombudsman.

8. If a complaint cannot be resolved you may also be able to ask for it to be referred to a process of alternative dispute resolution using a certified provider. We are not required to agree to such a request. In any case this is not available to businesses, only consumers. We will give you more information about that right if it becomes relevant.

9. The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for concerns about dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. You can raise your concerns directly with the Solicitors Regulation Authority (www.sra.org.uk.)

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