We try hard to provide all our clients with an efficient, courteous and professional service. If at any time during the course of the transaction you become dissatisfied with the service you are receiving you should in the first instance speak or write to the fee earner. If this does not resolve the complaint to your satisfaction please refer the matter to Martin Mears who will consider it carefully. If the matter is still unresolved you can complain to the Legal Ombudsman using the contact details set out below. The Legal Ombudsman rules state they will look into your complaint if you refer it to them:
- within one year of the problem happening; or
- within one year from when you found out about it;
and
- you refer your complaint to them within six months of our final response
PO Box 6806
Wolverhampton
WVI 9WJ
Tel: 0300 555 0333
Email: enquiries@egalombudsman.org.uk www.legalombudsman.org.uk
If the Legal Ombudsman thinks your case involves a breach of the Solicitors Regulatory Authority (SRA) Principles, they will refer your case to the SRA. Their role is to ensure that Solicitors behave independently, fairly and with integrity to best serve the interests of their clients and the public generally. Alternatively, if you feel that there has been a breach of SRA Principles you should report the matter directly to the SRA rather than to the Legal Ombudsman. You can complete a report form on their website https://www.sra.org.uk/consumers/problems/report-solicitor/ or for further guidance on their complaints process you should contact them using the following details:
The Cube
199 Wharfside Street
Birmingham
B1 1RN
DX 720293 BIRMINGHAM 47
0370 606 2555