We are committed to providing a high quality legal service to all our clients. If you are unhappy about any aspect of the service you have received or about the bill, we need you to tell us about it. This will help us improve our standards.
If you have a complaint, please contact Saira Islam, our Client Care Principle. You can write to her at:
150 Willow Street Bury BL9 7PS
We have eight weeks to consider your complaint. If we have not resolved it within this time, you may complain to the Legal Ombudsman.
What will happen next?
We will send you a acknowledging your complaint and possibly asking you to confirm or explain the details. You can expect to receive our letter within working 5 days of us receiving your complaint.
We will record your complaint in our central register and open a file for your complaint.
If we have asked for further details, we will acknowledge your reply and confirm what will happen next. You can expect to hear from us within 5 working days of your reply.
We will then start to investigate your complaint. This will involve the following steps:-
We will review your file in the light of your complaint.
We will discuss your complaint with the member of staff who acted for you.
We will decide how best to reply to your complaint.
This may be by inviting you to meet out Client Care Principle to discuss and hopefully resolve your complaint.
Or it may be more convenient for your complaint to be discussed over the telephone.
We may consider that we should put our response to you in writing.
We may ask you for more information.
We expect to be able to respond to your complaint within 10 working days of starting our investigation.
Within 5 working days of speaking to you, whether in person or on the telephone, we will write to you to confirm what took place and any solutions we have agreed with you.
At this stage if you are still not satisfied, you can write to us again. We will then arrange to review our decision. This will happen in one of the following ways.
Our Client Care Principle will review our reply within 5 working days.
We will arrange for someone in the Company who has not been involved in your complaint to review it. They will do this within 10 working days.
We will ask our local Law Society or another local firm of solicitors to review your complaint within 5 working days. We will let you know how long this process will take.
We will invite you to agree to independent mediation. We will let you know how long this process will take.
We will let you know the result of the review within 5 days of the end of the review. At this time, we will write to you confirming our final position on your complaint and explaining our reasons.
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.
Contact details
Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9.00 to 17.00.
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
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.
Their contact details are:
Contact centre
The Cube
199 Wharfside Street
Birmingham
B1 1RN
DX 720293 BIRMINGHAM 47
0370 606 2555
We are open today from 08.00 to 17.00 (Except Tuesdays 09.30 to 17.00)