Complaints Procedure

We hope that you have no reason to complain about the service that we provide. However, we encourage you to contact us if you have a problem or you are not satisfied with the service you receive.

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We encourage complaints to be made in writing in order to provide clarity, however a complaint is any expression of client dissatisfaction (which can be made in writing, over the telephone or in person). Please contact the office as per our contact details on the first letter sent to you.

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Harry Price-Smith is responsible for dealing with any complaint that the firm receives and any complaint will be passed to him upon receipt. However, if the complaint is about him then it will be passed to another fee earner where possible.

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Your complaint will be acknowledged either verbally or in writing within 3 working days and a full investigation will then take place. You will be written to with confirmation of the result of that investigation within 14 working days.

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If you are still not satisfied about your complaint, you can then contact the Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final decision on your complaint. It must also be made no more than six years from the date of the act/omissions you complain about or no more than three years from when you should reasonably have known there was a cause for complaint. For further information, you should contact the Legal Ombudsman (0300 555 0333 or refer to www.legalombudsman.org.uk).

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In addition, 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. You can visit https://www.sra.org.uk/consumers/problems/report-solicitor/ to see how you can raise your concerns.