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Complaints Procedure

Introduction

If you are dissatisfied with the service we have provided then you have the right to complain. The Legal Ombudsman service is ultimately responsible for ensuring that complaints are dealt with appropriately.  However, before you contact the Legal Ombudsman you must first register an official complaint with us. For more information on how the Legal Ombudsman works please  visit the Legal Ombudsman website.

Timescales

  • You must register your complaint with us within one year
  • The Legal Ombudsman expects you to give us 8 weeks to try to resolve your complaint and/or for us to make a decision on your complaint
  • After this time, you can contact the Legal Ombudsman (but you must do so within 6 months of our decision)

Getting Started

To submit a complaint, please provide it in writing and address it to the Practice Manager and include all the information suggested by the Legal Ombudsman - their website includes some useful resources.

In addition to the Legal Ombudsman, several other complaints bodies exist which are also able to deal with complaints about legal services - these are: Ombudsman Services, ProMediate, Small Claims Mediation and the European Online Dispute Resolution platform. Information about these alternatives can be found at: