We trust that our work for our clients will run smoothly, but if, for any reason, you should have any concerns then please discuss them with the person handling your matter. If this does not resolve the problem, or you would prefer not to speak to them, please contact our Client Care Manager at our Carnforth office on 01524 734884 or by post to 44 Market Street, Carnforth, LA5 0JX.
The Client Care Manager will investigate your concerns and send you a detailed response including suggestions for resolving the matter within 15 working days, although most concerns are resolved much more quickly than this.
If the matter is complex and it will take longer to deal with your complaint we will contact you within five working days to explain and give you an approximate timescale of when you can expect a response. If we feel it would be appropriate, we may suggest arranging a meeting with you.
If you are not satisfied with our response we will consider your further comments and give you our final position on your matter within a further five working days.
Following the conclusion of this process, if we have still not addressed your concerns to your satisfaction, you can refer your complaint to the Legal Ombudsman. Their contact details are as follows:
The Legal Ombudsman expects complaints to be referred to them within six years of the problem happening or three years from when you found out about it and within six months of receiving our final response. Larger businesses, charities and other organisations may not be able to use the Legal Ombudsman, see their website for full details.
The Solicitors Regulation Authority can also help you 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.
You can raise your concerns with the Solicitors Regulation Authority via their website at www.sra.org.uk/consumers/problems/report-solicitor.page.