Making a complaint

Complaints Procedure

Making an Initial Complaint

Procedure following acknowledgement of a formal complaint:

• When you have made your complaint in writing, via email or letter, we will acknowledge your complaint within 3 working days of receiving the complaint;
• A full formal response will then be provided within 21 working days;
• We will deal with your complaint efficiently and investigate fully. Some complaints may be referred directly to a Director for investigation;

What to do if we cannot resolve your complaint

here we are unable to resolve a complaint to your satisfaction within eight weeks of you having submitted that complaint, you may have the right to complain to the Legal Ombudsman

The Legal Ombudsman can 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. There are time constraints within which you can involve the Legal Ombudsman. Effective from 1 April 2023, the Legal Ombudsman scheme rules say they can only look at your complaint if:

• Your complaint is made within one year of the problem happening; or
• Your complaint is made within one year from when you found out about the problem; and
• You refer your complaint to the Ombudsman within six months of our final response

Contact Details

If you would like more information about the Legal Ombudsman, you can contact them at:

Address: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

Visit: www.legalombudsman.org.uk http://www.legalombudsman.org.uk

Call: 0300 555 0333 between 9:00 to 17:00

Email: enquiries@legalombudsman.org.uk