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 do not feel able to discuss this with him or her, then please contact our external reviewer. If you are a client (or their representative), our external reviewer’s details will have been included in the client engagement letter we sent you at the outset of the work.

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

Complaint Investigation

Once raised, your complaint will be investigated in accordance with the procedure set out below:

• Within two working days of contacting us, you will be sent an acknowledgement, which will tell you who will investigating your complaint. The person investigating your complaint will not be someone who has been involved in the matter.

• We will fully investigate your complaint and will aim to conclude our investigation, within 28 days of our acknowledgement or the date by which we have agreed with you the issues of concern if clarification is needed.

• Our investigations will include a review of your file in relation to the issues you have complained about and we may, if we think it appropriate, invite you to a meeting to discuss your concerns. At the end of our investigation we will send you a detailed reply confirming the outcome of our investigation into your complaint.

• If we are unable to conclude our investigations within 28 days, we will contact you to explain why and give you a revised date by which we hope to provide our substantive response.

Who can complain?

Most complaints are likely to come from clients. However, beneficiaries, third parties, other professionals and suppliers, may also complain to us, if they have received been offered or refused the benefit of a service.

Will I be charged?

You will not be charged for the investigation of your complaint.

What resolution can I expect?

If we find evidence of poor service we will seek to provide an appropriate remedy. This might include:

• An apology;

• Compensation for loss suffered;

• Putting things right;

• Reducing the bill or limiting fees.

If we find that there has been no poor service we will fully explain why we have come to this conclusion.

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 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

and

• No more than one year from the date of act / omission; or

• No more than one year 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.

Contact details.

Visit: www.legalombudsman.org.uk

Call: +44 (0)300 555 0333 between 09:00 and 17:00

Email: enquiries@legalombudsman.org.uk

By post: Legal Ombudsman, PO Box 6167, Slough SL1 0EH

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 www.sra.org.uk.