We aim to offer all of our clients an efficient and effective service. You are welcome to send us compliments, complaints or suggestions but if you are unhappy or concerned with any aspect of our service you should feel free to raise the matter promptly with the Solicitor with conduct of your case so that we can do our best to resolve the problem. We would much prefer that any misunderstandings are dealt with at an early stage than to have a client who is any way dissatisfied.
However should there be any matter which we cannot resolve informally and you would like to make a formal complaint, you may write to the firm’s designated complaints handler, Mr K Jones at the following address:- Mr K Jones St Georges Works, 51 Colegate, Norwich, NR3 1DD
Mr Jones will deal with your complaint within eight weeks, although this may be sooner if this is a relatively simple matter. You have 12 months to complain to us from the time that you realise that there is a problem. If you are not satisfied with the way that your complaint has been dealt with you are at liberty to contact the Legal Ombudsman (who will look at your complaint independently) at the following address:- PO Box 6167, Slough, SL1 0EH. www.legalombudsman.org.uk
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:
- Within six months of receiving our final response to your complaint; and
- No more than one year from the date of the act or omission being complained about; or
- No more than one year from the date when you should reasonably have known that there was cause for complaint.
For more information contact the Legal Ombudsman.
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.
