We endeavour to provide our clients with the best service at all times. However, if you have a complaint please let us know as soon as possible, by telephone or in writing.
If you wish to make a complaint by telephone we will make a note of the details of your complaint and what you would like as a remedy. We will attempt to resolve matters with you on the telephone if you wish; alternatively you may prefer to write about your complaint (see below). If following our discussion you are satisfied, we will record this as the outcome. You may also wish to make a note of the same.
If your complaint is not resolved over the telephone or if you do not wish to make a telephone complaint, please write to us ensuring you include the following details:-
We will acknowledge your complaint within 3 working days. We will thereafter reply to your letter within 21 days. If that is not possible you will be given a date by which we will reply.
We hope that you will use this procedure. If the complaint, having been replied to, is still unsatisfied or remains unresolved after 21 days, the matter can be referred to the Legal Ombudsman (Office for Legal Complaints).
Any reference to the Ombudsman must be made within 6 months of the final response or last contact from