You should follow the firm’s complaints procedures set out in the client care letter, in the first instance. If, however, you do not feel satisfied at the outcome of this procedure then you can complain to either the Legal Ombudsman or the Solicitors Regulation Authority.
Complaints are divided into two categories : Customer Service or Conduct
Solicitors are obliged to try and resolve problems that may arise with their services and it is therefore important that you raise with us any concerns that you may have immediately. In the majority of cases, these can be resolved quickly and amicably. We operate an internal complaints and redress scheme for this purpose. If we have not responded to your complaint within eight weeks or you are dissatisfied with our internal complaints process and its outcome, you are entitled to contact the Legal Ombudsman details of which are below;
The Legal Ombudsman investigates complaints about poor service from lawyers and they will look independently at your complaint if we cannot agree a resolution between us. You should aim to raise your complaint with the Ombudsman within six months of the date of our final written response on your complaint when matters are still fresh in everyone’s mind.
There are also two additional relevant time limits; the Legal Ombudsman will accept complaints up to six years from the date of the act or omission or three years from when the complainant should have known about the complaint. However, this new limit will be introduced gradually. The Legal Ombudsman can give you further advice about your particular circumstances if you are unsure whether you are affected by these changes.
If you wish to complain about a solicitor’s conduct them please contact the Solicitors Regulation Authority. SRA – 0370 606 2555 – firstname.lastname@example.org – www.sra.org.uk – or write to them at The Cube, 199 Wharfside Street, Birmingham B1 1RN