We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service, we have provided then you should inform us immediately, so that we can do our best to resolve the problem.
Our procedure is:
- 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.
- If you would like to make a formal complaint because the above has not resolved the issue to your satisfaction, then you can contact the Director in charge of dealing with complaints, Gary Bromelow. He can be reached on the office telephone number or his email address is gary@saunders-solicitors.co.uk
- He will then acknowledge and if necessary clarify the terms of your complaint and provide a timescale for the investigation of it and when he will report back to you.
- If it proves necessary he will ask for any further information, this can happen at any time during the process.
- We expect to respond to more straightforward complaints within fourteen days although sometimes if it is complicated and lots of information is needed to be considered this can take longer. You will be kept up to date on timescales throughout this process.
- You will then receive a written response to your complaint, we normally do this by a letter attached to an email but you can ask for it to be done a different way if this is more convenient to you. This will set out the findings of the investigation and whether your complaint has been upheld or not.
Don’t worry, making a complaint will not affect how we handle your case.
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:
- You must refer to the Legal Ombudsman within One year of the problem you are complaining about happening.
- You must bring the complaint forward within One year of becoming aware of this problem.
If you fail to complete your complaint within the new timeframe, it is unlikely that your complaint will be investigated.
If you would like more information about the Legal Ombudsman, please contact them.
If in need of the Legal Ombudsman details these are:
Tel: 0300 555 0333
Legal Ombudsman, PO Box 6866, Wolverhampton, WV1 9WJ
https://www.legalombudsman.org.uk/
enquiries@legalombudsman.org.uk
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, https://www.sra.org.uk/consumers/problems/