In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, then please contact Pam Loch on 01892 773970 or [email protected] or by post to our Tunbridge Wells office. Making a complaint will not affect how we handle your case.
We will usually acknowledge a complaint within seven working days and aim to provide a comprehensive response within eight weeks. If that is not possible we will let you know when you will receive our full response, but in any event we will always aim to respond to a complaint within eight weeks of it first being made to us in accordance with the requirements of the Legal Ombudsman.
Complaints made under this complaints procedure may include those relating to our fees.
What to do if we cannot resolve your complaint
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 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:
- Within six months of receiving a final response from us to your complaint
- No more than six years from the date of act/omission; or
- No more than three years 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.
Email: [email protected]
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ6
What to do if you are unhappy with our behaviour
The Solicitors Regulation Authority can help if you are concerned about our behaviour. Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.