Complaint’s Handling Procedure

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 you should inform us immediately so we can do our best to resolve the problem.

We want you to know that complaints are taken seriously and get a prompt response. We will also let you know as soon as possible of our view on your complaint and how it will be dealt with. 

First, please 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 remain unsatisfied, you may make a formal complaint by email to Mrs Johnson at [email protected].  Please clearly mark your email with the words “Formal Complaint”.  You can also call Maxine on 0793 999 7096 if you would prefer to talk through your complaint.

We will always try to deal with and resolve any complaints satisfactorily but if you are not satisfied and your complaint is about Mrs Johnson, you may also ask the Legal Ombudsman to consider your complaint about her work but your request must be received by the Legal Ombudsman within 6 months of our final written response to you.   

You can call the Legal Ombudsman on 0300 555 0333 or you can email them at  [email protected].

You have no right to complain to the Legal Ombudsman about work undertaken by non-authorised persons (except where those persons are acting under Mrs Johnson’s supervision.

Pleased be assured that making a complaint will not affect how we handle your case.