If you are dissatisfied with the service we have provided then you have the right to complain. The Legal Ombudsman service has been operational since October 6th, 2010 and is ultimately responsible for ensuring that complaints are dealt with appropriately. However, before you contact the Legal Ombudsman you must first register an official complaint with us. Normally, the Legal Ombudsman expects you to give us 8 weeks to try to resolve the matter. If after 8 weeks you are still disatisfied you can then involve the Legal Ombudsman. For more information on how the Legal Ombudsman works please visit the Legal Ombudsman website or download the Legal Ombudsman Guide to Making a Complaint (PDF).
In normal circumstances you are required to register a complaint within one year. You must then give us 8 weeks to try to resolve your complaint before contacting the Legal Ombudsman. A complaint to the Legal Ombudsman must normally be made within six months of the date of the conclusion of the Firm's complaints procedure. In summary:
- You must register your complaint with us within:
(a) six years from the date of act/omission; or
(b) three years from the date the complainant should reasonably have known there were grounds for complaint (if the act/omission took place before 6 October 2010 or was more than six years ago).
- The Legal Ombudsman expects you to give us 8 weeks to try to resolve your complaint
- After this time, you can contact the Legal Ombudsman (but you must do so within 6 months)
This is set out in the Terms of Business letter you will have received from the fee-earner dealing with your matter and in the Benchmark of Quality notice on this site. We would prefer that this procedure is followed to ensure any complaint is dealt with promptly and effectively
You may use the form below
Your comments will automatically be assigned a tracking number and you will receive an email from us to confirm receipt. You can also start your complaint by writing to us but in that case please title your letter "Formal Complaint".