Our aim is to provide you with a high quality, professional service that is tailored to your needs and directed toward achieving your goals. We hope that we can deliver that high level of service in each and every case; however, if you are unhappy with any aspect of our work then we do operate a complaints procedure to resolve problems, which is overseen by our director, Nick Diable. Nick can be contacted by calling our office number of sending us a message using our contact page.
In the first instance, you should make your complaint to Nick who will work with you to understand your complaint and what has happened in your case. Nick will then look to resolve your complaint. We will investigate your complaint as quickly as possible and in any event within 8 weeks of your raising the issue with us. We will engage with you to find out what went wrong and try to resolve the problem if possible. Once we have completed our investigation, we will provide you with our final response to your complaint.
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 to your complaint and
- 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.
If you would like more information about this service, including the time limits in using it, please contact the Legal Ombudsman directly.
Calls are recorded and may be used for training and monitoring purposes.
PO Box 6806,
Do not send original documents to the Legal Ombudsman. They will scan any documents you send to make computer copies and then destroy the originals.
What to do if you are unhappy with our behaviour
The Solicitors Regulation Authority can help 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.
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.
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