We want to give you the best possible service. However, if at any point you become unhappy with the service we have provided or are providing, you should inform us immediately so that we can do our best to resolve the problem.
In the first instance, we request that you contact the person who is working on your matter to discuss your concerns. This will help make them aware you are dissatisfied and allow them to resolve any issues.
If you are still not satisfied with the resolution of the issue, you may wish to speak with the team's supervisor about your concerns. The supervisor for your matter is set out in your Client Care Letter which is provided at the outset of your transaction with us. Each team member's supervisor can also be found on the Team Page of our website.
In the unlikely event that we have not been able to resolve your issue, please escalate your concerns formally to our Client Care Officer whose details can be found below:
You can contact our Client Care Officer in the following ways:
Contact | Lizzie Bradley |
By letter: | Severn House, Warndon Business Park, Prescott Drive, Worcester WR4 9NE. |
By fax: | 01905 330 093 |
By email: | |
By telephone: | 01905 900 919 |
If you would like to make a formal complaint, then you can view or download our Full Complaints Policy below which will outline the steps involved.
Making a complaint will not affect how we handle your case.
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 look 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 our final response to your complaint
and
- No more than one year from the date of the act or omission being complained about; or
- No more than one year from the date when you should reasonably have known that there was cause for complaint.
For more information contact the Legal Ombudsman.
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.
The Solicitors Regulation Authority may also be able to help if you have a complaint in relation to our bill to you.
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.