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Personal Professional Prompt

Regulatory Matters, Complaints and Redress

Our firm is regulated by the Solicitors Regulation Authority (the SRA) of The Cube, 199 Wharfside Street, Birmingham, B1 1RN (no email address but you can insert a hyperlink to their contact us page).  Our SRA identification number is 74984.

We do our best to ensure that we deal with all matters to the entire satisfaction of our clients.  However, if during the course of a matter a client becomes unhappy with our service then we will ask the client to discuss the matter with the person who is dealing with the matter with a view to the matter being resolved quickly.  If a client remains concerned, then we are ask clients to contact Martin Elliott who will then do his best to resolve any difficulties that may arise as soon as possible.  We have a procedure in place which details how we handle complaints and we will send a copy on request.

We have eight weeks to consider a complaint.  If a client remains dissatisfied at the end of our complaints process, a client is at liberty to contact the Legal Ombudsman, an organisation which investigates complaints about poor service from lawyers.  The Legal Ombudsman can investigate complaints up to six years from the date of the act or omission which is the subject of the complaint or within three years from when a problem comes to light. If a client wishes to refer a complaint to the Legal Ombudsman, this must be done within six months of our final response to the complaint.

Our complaints procedure gives details of the categories of persons/organisations that are entitled to complain to the Legal Ombudsman, relevant timescales and the possibility of the complaint being concluded by way of Alternative Dispute Resolution.

The Legal Ombudsman can be contacted at:-

  • Tel: 0300 555 0333 (between 8.30am to 5.30pm (calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines. Calls are recorded and may be used for training and monitoring purposes.)
  • For minicom call 0300 555 1777
  • Email This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Postal address: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ.