Designated Complaints Handler
If you have any concerns about our service, our work, or our charges, you should discuss these first with the individual who has day-to-day control of your matter.
If this person cannot satisfactorily address your concerns and you wish to make a complaint, please contact our Designated Complaints Handler, Mr Nadeem Aslam, Compliance Manager/Barrister.
You can write to him at Regus Building, 120 Bark St, Bolton, BL1 2AX.
The complaint must be in writing and marked for the attention of the complaints Manager.
We do not accept service by email.
Step One: Acknowledging your Complaint
Within two working days of receiving your complaint, your complaint will be recorded in our Complaints Register and a separate file will be opened in which we will store any correspondence and other documents relating to your complaint. Within two working days we will also send you a letter acknowledging your complaint.
Step Two: Investigating your Complaint
Within five working days of receiving your complaint, we will review your file(s) and any other relevant documentation and send you a letter telling you how we propose to deal with your complaint. Examples of what we might say in this letter are as follows:
Whichever form our investigation takes, we will aim to give you our final decision within six weeks of receiving your complaint (or sooner if possible).
Step Three: Appealing against our Final Decision
If you are not satisfied with our final decision, please let us know and we will review our decision again. We will let you know the result of any appeal within five working days of receiving your appeal.
Step Four: The Legal Ombudsman
If you are still not satisfied, you can then contact the Legal Ombudsman about your complaint provided you do so within six months of the end of our Internal Complaints Handling Procedure.
In addition, there are time limits relating to the date you first became aware or should have become aware of the problem. The relevant time limits are set out in the version of the Legal Ombudsman’s Scheme Rules in force from time to time which can be accessed at:
or by contacting the Legal Ombudsman using the contact details provided below) and may only be extended by the Legal Ombudsman in exceptional circumstances.
Ordinarily, you cannot use the Legal Ombudsman unless you have first attempted to resolve your complaint using our internal Complaints Handling procedure, but you will be able to contact the Legal Ombudsman if:
If you wish to make a complaint to the Legal Ombudsman you must be one of the following:
If you are not, you should be aware that you can only obtain redress by using our Complaints Handling Procedure or by mediation or arbitration, or by taking action through the Courts.
Alternative complaints bodies, such as ProMediate UK Ltd (www.promediate.co.uk) exist and are competent to deal with complaints about legal services should both you and this firm wish to use such a scheme. We do not agree to use the scheme operated by ProMediate UK Ltd as we believe the Legal Ombudsman is better equipped to resolve complaints against legal firms.
Legal Ombudsman Contact Details
Address: PO Box 6806, Wolverhampton WV1 9WJ
Telephone: 0300 555 0333
Email: [email protected]
Alternative Dispute Resolution (ADR)
This is a form of mediation separate to the Legal Ombudsmen. Alternative dispute resolution providers to exist, such as small claims mediation (www.small-claims-mediation.co.uk), which can deal with complaints about legal services, but you will need to obtain or written permission before using such ADR. Please note that you do not need our permission for contacting the Legal Ombudsmen, which can be done at any time.
Also alternative complaints bodies, such as ProMediate UK Ltd (www.promediate.co.uk) exist and are competent to deal with complaints about legal services should both you and this firm wish to use such a scheme. We do not agree to use the scheme operated by ProMediate UK Ltd as we believe the Legal Ombudsman is better equipped to resolve complaints against legal firms.
If your complaint is about your legal bill, you may have a right to apply to the court for an assessment under Part III of the Solicitors Act 1974. There are strict time limits applicable and you may wish to seek independent legal advice:
The legal ombudsmen may not consider a complaint about a bill if you have applied to the court for such an assessment.
You may also apply directly to the Solicitors Regulation Authority who regulate us you can find the information on, https://www.sra.org.uk/consumers/problems/report-solicitor
The Solicitors Regulation Authority can be contacted on:
The Complaints Team
199 Wharfside Street
DX720293 Birmingham 47
0370 606 2555