We aim to provide all our clients with the best possible service and are confident that we will be able to do so in your case. You must appreciate however that we are working within the constraints imposed by the current public funding arrangements. This is administered by the Legal Aid Agency. This means that we can only carry out work which is reasonably necessary in connection with your case.
Bearing the above points in mind, should there be any aspect of our service with which you are unhappy and which you cannot resolve in the first instance with the person named above, you may raise the matter immediately with Daniel Bradley.
He will carry out a full investigation of the matter which you raise, including discussing the issue with the person involved in your case and reviewing your file thoroughly. He may need to discuss matters further with you to ensure that he has a full understanding of your complaint and will then notify you of whether the complaint is upheld or not. If it is upheld then appropriate corrective action will be taken. You will be kept informed at all times of the progress of the investigation. If you at that stage wish to nevertheless make a formal complaint, then you may do so and will receive a copy of the firm’s complaints procedure which will be provided on request.
We have eight weeks to consider your complaint. If for any reason we are unable to resolve the problem between us within that timeframe, then you may ask the Legal Ombudsman to consider the complaint.
Please be aware that any complaint to the Legal Ombudsman must usually be made within six months of your having received a final written response from us about your complaint. Complaints to the Legal Ombudsman must usually be made within one year of the act or omission about which you are complaining occurring or from when you should have known about or become aware that there were grounds for complaint.
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:
For more information about the Legal Ombudsman contact:
Call: 0300 555 0333 between 9.00 to 17.00.
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman, PO Box 6167, Slough, SL1 0EH.
If you think a solicitor might be dishonest or you have concerns about their ethics or integrity, you also have the right to notify our regulator, the Solicitors Regulation Authority (SRA). There are no time limits for making a report but there are limits on what the SRA will consider. Please note that the SRA is not able to deal with issues of poor service (complaints of this nature should instead be referred to the Legal Ombudsman). For further information about the SRA’s role, please visit: https://www.sra.org.uk/consumers/.