You may submit a formal complaint about any aspect of my service to:
telephone: from the UK, 01275 464 700; from overseas, +44 1275 464 700
Subject to any legal restrictions which may apply, and the requirements of my insurer, I will address your complaint quickly, fairly, with due consideration for your perspective, with courtesy, and without charge.
I will give due weight to any current guidance on the handling of complaints that has been issued by the Solicitors Regulation Authority or the Law Society.
I may ask an independent law firm to review and comment on your complaint, but only if you give your permission.
You will receive a copy of my notes of any discussions we have.
I will inform you of my findings as soon as possible, first by telephone and then in a written report. My target is to report my findings within 3 days; although the actual time will depend on all the circumstances, I would expect to report within 2 weeks in most cases.
If I feel that your complaint is justified, I will provide an explanation and an apology, and I will discuss with you how I may be able to remedy the situation.
Your complaint, my findings, and the outcome will be recorded on my file for the work I have been doing for you and in a central complaints file.
If you are unhappy with my final response to your complaint, you may be entitled to refer it to the Legal Ombudsman. Normally you will need to do this within 6 months of my final response and within 6 years of the event you are complaining about, but the Ombudsman may consider it after this 6-year time limit provided the Ombudsman receives it within 3 years of when you ought to have been aware of the event you are complaining about. More information about the Ombudsman and these time limits, and some important exceptions to them, is available at www.legalombudsman.org.uk. The Ombudsman can be contacted at: PO Box 6806, Wolverhampton WV1 9WJ; telephone 0300-555-0333 (+44-121-245-3050 from outside the UK); 0300-555-1777 (Minicom); firstname.lastname@example.org.