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 you can read our full complaints procedure here. Making a complaint will not affect how we handle your case and you will not be charged for time spent handling your complaint.
What is a complaint?
A complaint is when you tell us you are not happy about the service we have provided. It can be about anything and could include:
- when we have not done what you asked us to do.
- when we have involved you in unreasonable delays.
- when we have given you inaccurate or incomplete information.
- when we have failed to reply to your phone calls or letters, or have not kept you informed about what is going on.
- a complaint about our firm's bill.
How to make a complaint
If you wish to make a complaint you should contact our Complaints Handling Partner, Simon Robinson, by any reasonable method methods.
By email at: email@example.com
In writing to: Simon Robinson, 4 Oxted Chambers, 185-187 Station Road East, Oxted, Surrey RH8 0QE
By phone: 01883 708155 or 01883 21200
In person at: our offices, address above.
We will fully investigate your complaint and provide and initial response withing 14 days.
What to do if we cannot resolve your complaint
If you are still unhappy having received our response, you can contact the Legal Ombudsman. You would usually need to contact them within 6 months of receiving a final response from us regarding your complaint.
From 1 April 2023, the Legal Ombudsman also expects complaints to be made to them no more than 1 year from the date of the act or omission about which you are concerned (prior 1 April 2023: 6 years)
no more than 1 year when you should have reasonably known that there was cause for complaint (prior to 1 April 2023: 3 years).
Please note that the Ombudsman is there to deal with concerns about the level of service received. Where there are more serious concerns that a solicitor or solicitor’s firm has been involved in professional misconduct then reports can also be made to The Solicitors Regulation Authority, the regulator of solicitors and solicitor firms. 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. Obviously, we do not anticipate any such problems arising and would ask that you notify the matter supervisor straight away if you have any such concerns. You can find out more about the Solicitors Regulation Authority including their contact details on their website: www.sra.org.uk.
How to contact the Legal Ombudsman
You can find out more about the Legal Ombudsman including their contact details on their website: https://www.legalombudsman.org.uk/ or by calling 0300 555 0333 between 0900 hrs and 1700 hrs.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
What to do if you are unhappy about out behaviour
If you are unhappy about our behaviour then the Solicitors Regulation Authority can help you. 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: https://www.sra.org.uk/consumers/problems/report-solicitor/