We are required to inform our clients of our complaints procedure from the outset. We ask our clients initially to raise any complaint they may have with the lawyer conducting the case.
Our complaint handling partner is Costa Cantaris. Our clients are invited to contact Mr Cantaris if their complaint cannot be resolved by the lawyer conducting the case. We ask our clients to forward any complaint in writing.
This is an in-house procedure and it does not affect our clients' rights to make full representations to the Legal Ombudsman. Once you have made a complaint to us, we will respond within eight weeks or sooner. If you are not happy with our final response, or if we have not responded within the eight weeks, you can then ask The Legal Ombudsman to look at it. The address is PO BOX 6806, Wolverhampton, WV1 9WJ. A final response is when we have nothing further to say and tell you that if you are still unhappy you can contact the Legal Ombudsman.
Generally, you can ask the Legal Ombudsman to look at your complaint within either:
• One year of the problem happening; or
• One year from when you found out about it.
You need to bring your complaint to the Legal Ombudsman within six months of our final response. If your complaint does not meet these time limits, the Legal Ombudsman may not be able to investigate it.