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 about the 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 one year from the date of act/omission you are concerned about; or
- No more than one year 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
Call: 0300 555 0333 between 9am to 5pm.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
Depending on your individual status some clients may not have the right to complain to the Legal Ombudsman, for example, most businesses (unless defined as a micro-enterprise), charities or clubs with an annual income of more than £1million or trustees of a trust with an asset value of more than £1 million. However, even if you are not eligible to complain to the Legal Ombudsman you will still be able to take advantage of our Complaints Policy and/or right to an assessment of any bill. Further details are available on the Legal Ombudsman website.
If we are unable to resolve your complaint and it relates to a contract we entered into online or by other electronic means, you may also be able to submit your complaint to an approved alternative dispute resolution (ADR) provider in the UK via the EU ODR platform. The website for the ODR platform is http://ec.europa.eu/odr.
The Solicitors Regulation Authority (‘SRA’) 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 contact the SRA at www.sra.org.uk/consumers/problems/report-solicitor page.