Complaints
We aim to provide our clients a high quality legal standard at all times. Therefore, we need you to let us know when something goes wrong so that we can rectify it.
Below is our complaints procedure in order to assist us to identify any bad practice or systematic failings. Where necessary, we will offer an apology and, in some cases, offer compensation to the complainant.
Concerns
If you have any query or concerns regarding any aspect of the service you have received from us, please first contact the fee earner assigned to your case to discuss the issues. We hope that if any concerns are brought to our attention, it will be resolved speedily and to your satisfaction.
Next Step
Edward Goodman, is the firms Client Care Member and Complaints Handler. If the person dealing with your case does not deal with your query or concerns to your satisfaction, or if you prefer to speak to someone else then contact him.
Ways of Contact
You may telephone to raise your concerns, put it in writing or make an appointment to attend our office
Process
Our aim is to ensure that all complaints are taken seriously and dealt with in a timely manner. We will respond to you within 10 days at the most, upon receipt of your complaint.
Edward Goodman will review your file and discuss your concerns with the person dealing with your case. He will endeavour to explain the position to you and settle any misunderstanding in the matter.
In addition, he will ensure that any necessary work is carried out and consider your best interest throughout.
In some cases, he will assign the case to another person and will endeavour to ensure that you are happy with the way your case is handled.
Our full Complaints Procedure and Policy is also available upon request by contacting 020 7469 7010 or 020 8691 4464 or write to Edward Goodman, 214-216 Rye Lane London SE15 4NL
Legal Ombudsman
If after our internal complaint process, you remain dissatisfied, you may refer your complaint to the Legal Ombudsman, an independent complaints body established under the Legal Services Act, who can investigate complaints about the service you have received from us.
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:
- one year from the date of the act or omission being complained about; or
- one year from the date when the complainant should have realised that there was cause for complaint.
The Ombudsman has the ability to exercise discretion to extend the 1 year time limit for specific customers if, on the evidence, it was fair and reasonable to do so.
The Ombudsman has the discretion to dismiss or discontinue a complaint.
If you would like more information about the Legal Ombudsman, you can contact them directly:
The Legal Ombudsman correspondence address is:
- Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ
Solicitors Regulation Authority
You may also make a complaint to the Solicitors Regulation Authority if you believe we have breached the SRA Principles. You can email report@sra.org.uk or write to The Cube, 199 Wharfside Street, Birmingham, B1 1RN. Solicitors Regulation Authority
