Our Complaints Procedure
PROVIDING THE BEST POSSIBLE SERVICE
If at any point you become unhappy or concerned about the service we have provided, please inform us immediately, so that we can do our best to resolve the problem....
Your first step
In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If they cannot resolve your concerns then the complaint will be referred to our Client Care and Complaints Officer, Edward Judge at our Taunton Office.
If the complaint relates to Mr Judge himself, the complaint will be dealt with by an appointed deputy, we will tell you who that is but it will be another partner or senior manager within the firm.
Making a complaint will not affect how we handle your case
The Solicitors Regulation Authority can help you 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.
You can raise your concerns with the Solicitors Regulation Authority.
What do to if we cannot resolve your complaint:
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.
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 a final response to your complaint; and
No more than six years from the date of act/omission; or
No more than three years from when you should reasonably have known there was cause for complaint.
If you would like more information about the Legal Ombudsman, please contact them directly.
Call: 0300 555 0333 between 9am to 5pm.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ