Making a complaint will not affect how we handle your case.
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. If you would like to make a formal complaint, then please write to us setting out the nature of your complaint. We will acknowledge receipt of your complaint within three working days. We will then look into your complaint, which will involve the partner responsible for supervising the relevant department reviewing the file, discussing the complaint with the member of staff and preparing a response. If we need more information from you before responding, we will contact you to obtain that.
We aim to respond to your complain within 21 days, although it can take longer if further information or clarification is required. We will respond either in writing, or by a face-to-face meeting, whichever is more appropriate.
If you are not satisfied with our response, you can ask for a review by another partner.
What to do 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
- 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.