Our firm is authorised and regulated by the Solicitors Regulation Authority (the SRA). If you feel that we are in breach of our professional and/or regulatory obligations then you can refer these concerns to the SRA. www.sra.org.uk/home/home.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 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. Here is our Complaints Procecedure.
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. 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.
If a client wishes to refer a complaint to the Legal Ombudsman, then the client must do so no later than:
• one year from the date of the act or omission which is being complained about; or
• one year from the date when you should have realised there was cause for complaint
The Legal Ombudsman has the ability, in certain circumstances, to extend this one year time limit.
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 www.legalombudsman.org.uk