Complaints Procedure
This firm is committed to high-quality legal advice and client care. If you are unhappy about any aspect of the service you have received we would recommend that you first contact the person handling your claim in order to raise any concerns with them. It is expected that all of our caseworkers will attempt to resolve any issues. If however, you remain dissatisfied then, please contact Victoria Evans, who is the Client Care Officer at this Firm, by post at our Mathew Street office (20-24 Mathew Street, Liverpool, L2 6RE). We have a procedure in place which details how we handle complaints which is available on request.
We have eight weeks to consider your complaint. If we have not addressed it within this time, you may complain to the Legal Ombudsman. If you are not satisfied with our handling of your complaint you can ask the Legal Ombudsman to consider the complaint. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within 1 year of the act or omission about which you are complaining occurring, or 1 year from the time when you should have known about the complaint.
The Legal Ombudsman can help you if you are not happy with your Solicitor’s work or service.
You should also be aware that, when your complaint relates to a bill, the Legal Ombudsman will not consider your complaint while your bill is being assessed by a court.
Legal Ombudsman Contact Details:
Address: PO Box 6167, Slough, SL1 0EH
Telephone: 0300 555 0333
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Website: www.legalombudsman.org.uk
You should complain to the Solicitors Regulation Authority (SRA) if you think that your solicitor might be dishonest or you have concerns about their behaviour. Most of the time complaints about solicitors are about poor service and should be sent to the Legal Ombudsman. However, you should report a matter directly to the SRA if you think a firm or anyone regulated by the SRA has breached an SRA Principle/Code of Conduct. Examples would include:
- Communication - shutting down their law firm without telling you
- Money - taking or losing your money
- Work/Advice - Dishonesty or deliberately overcharging you
- Behaviour - Treating you unfairly because of your age, a disability or other characteristics.
For more information on how to report a Solicitor or the firm to the SRA their contact details are:
Website: www.sra.org.uk
Telephone: 0370 606 2555
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
The firm is committed to ensuring that all Directors, Consultants and Employees give their full co-operation to the Legal Ombudsman and the Solicitors Regulation Authority in the event of any dispute or complaint against the firm.
