If you have a complaint about our service or a bill that we have sent to you, please contact David Whitworth with the details.

What will happen next?

1. We will send you a letter acknowledging receipt of your complaint within 7 days of receiving the complaint, enclosing a copy of this procedure.

2. We will then investigate your complaint and will invite you to a meeting to discuss and hopefully resolve your complaint. This will be done within 14 days of sending you the acknowledgement letter. If you would prefer not to meet, or if we cannot arrange this within an agreeable timescale, we will write fully to you setting out our views on the situation.

3. At this stage, if you are not satisfied with our response, then please contact us again and we will arrange to review our decision within the next 14 days. We will then write to you setting out our final position on your complaint and explaining our reasons.

4. If you are still not satisfied, you can then contact the Legal Ombudsman at:

Legal Ombudsman
PO Box 6167
Slough
SL1 0EH

Tel: 0300 555 0333
Email: enquiries@legalombudsman.org.uk

There are time limits within which complaints must be made to the Legal Ombudsman. Before accepting a complaint, 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 our final written response to your complaint;
and
❖ No more than one year from the date of the act/omission; or
❖ No more than one year from when you should reasonably have known there was cause for complaint.

The Solicitors Regulation Authority (SRA) can help you if you are concerned about my behaviour. Information on how you can raise your concerns directly with the SRA can be found at sra.org.uk.