We value our clients and are committed to providing a high-quality legal 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. This will help us improve our standards.

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 at this stage.

If you remain dissatisfied at this stage and you would like to make a formal complaint, our Complaints Policy details who to contact should you be unhappy with our service and have been unable to resolve the matter with the person dealing with your case. It also explains what will happen from the point of the complaint onwards.

Making a complaint will not affect how we handle your case.

Complaints Policy

If you wish to make a formal complaint, please write to us with full details of your concerns. You can contact us at:

Email: [email protected]

Address: 17 Mann Island, Liverpool, L3 1BP

In order to consider your complaint we will need your full name and contact details.

What will happen next?

Acknowledgement

We will acknowledge your complaint within 7 days of receiving it. Our acknowledgement will confirm who will be handling your complaint and may ask you to clarify or confirm any details.

Investigation and Response

We will investigate your complaint thoroughly, which may involve reviewing your file, speaking with the team member involved, and gathering further information as needed. We will endeavour to provide you with a full written response within 21 days of acknowledging your complaint.

If it is not possible to provide a full response within 21 days, we will let you know the reason for the delay and provide a revised timescale.

The Legal Ombudsman

If you remain dissatisfied after our final response or if we have not resolved your complaint within eight weeks, you may have the right to refer your complaint to the Legal Ombudsman. Time limits apply for making a complaint to the Legal Ombudsman, and details can be found at www.legalombudsman.org.uk.

From 1 April 2023, you will normally need to bring a complaint to the Legal Ombudsman within:

Six months of receiving our final response to your complaint

and;

One year from the date of the act or omission you are complaining about, or

One year from when you should reasonably have known there was cause for complaint.

The contact details for the Legal Ombudsman are:

Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
Helpline: 0300 555 0333

Email: [email protected]

The Solicitors Regulation Authority (SRA)

The SRA can help if you are concerned about our behaviour, such as dishonesty, taking or losing your money, or discrimination. Details can be found at www.sra.org.uk.