Complaints Procedure

We try hard to provide all our clients with an efficient, courteous and professional service. If at any time during the course of the transaction, you become dissatisfied with the service you are receiving, you should at first instance refer the matter to the partner responsible for your matter. This will be either Gary Player or Amanda Shaw.

Thereafter, and should your complaint remain unresolved you should refer the matter to the partner who is not acting for you in writing. Your complaint will then become a formal complaint.

We aim to resolve all complaints within 8 weeks.

We will acknowledge receipt of your formal complaint within 5 days.

We will respond to your formal complaint in writing within 14 days.

If you are unhappy with our response then we would ask you to set out any reason for your dis-satisfaction within 14 days.

We will respond to this further correspondence within a further 14 days and at this point may seek a meeting with you to resolve the matter. However if the complaint has not been resolved after this time our internal complaints procedure will be concluded, unless we agree between us to continue correspondence.

If for any reason we are unable to resolve the problem between us, you may have the right to refer your complaint to the Legal Ombudsman at the conclusion of the complaints procedure. This MUST be done within 6 months of the conclusion of our internal complaints procedure. He can be contacted by telephone on 0300 555 0333 or email us at enquiries@legalombudsman.org.uk or at PO Box 6806, Wolverhampton WV1 9WJ or at http://www.legalombudsman.org.uk/contact-us/. Please note only members of the public, very small businesses, charities, clubs and trusts may use the Ombudsman service. If you have any doubt as to your rights please contact us or the Ombudsman directly for clarification.

In all case you have the right to refer any complaint to the Legal Complaints Service, if it cannot be resolved between us, at Victoria Court, 8 Dormer Place, Leamington Spa, CV32 5AE.  Please note that there is normally a 6 month time limit within which complaints need to be referred to them.  Further information can be found at their website www.legalcomplaints.org.uk.

The firm is regulated by the Solicitors Regulation Authority (SRA number 556105). Further information about them and the Solicitors’ Code of Conduct 2007 can be found at www.sra.org.uk.

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