We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service, we have provided then you should inform us immediately, so that we can do our best to resolve the problem.
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 you can read our full complaints procedure set out below. Making a complaint will not affect how we handle your case.
How do you make a complaint?
You can contact us by letter or email. Michael Ryan has overall responsibility for complaints and his contact details are as follows:
Complaints Partner: Michael Ryan
Post: Centurion House, 129 Deansgate, Manchester M3 3WR
To help us understand your complaint and in order that we do not miss anything, please tell us:
- Your full name and contact details;
- What you think we have got wrong;
- How you would like your complaint to be resolved; and
What will happen next
Our Complaints Partner will acknowledge receipt of your complaint within two working days of receiving it, enclosing a copy of this procedure.
We will investigate your complaint. This will usually involve:
- Reviewing your complaint;
- Reviewing your file(s) and other relevant documents.
We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific timeframe.
We will update you on the progress of your complaint at appropriate times.
We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. Where possible, we aim to do this within 21 days of our Complaint Partner’s first letter acknowledging your complaint unless we have agreed a later date to come back to you.
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.
If you would like more information about the Legal Ombudsman, please contact them.
Call: 0300 555 0333 between 09:00 to 17:00
Post: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
What to do if you are unhappy with our behaviour
The Solicitors Regulation Authority can help 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.
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.