We want to give you the best possible service, but if you become less than satisfied with the service we are providing to you then you should inform us immediately, so that we can do our best to resolve the problem.

In the first instance, you should contact the person who has overall responsibility for the work that we do for you. If this does not result in a successful resolution of the issue which is causing you concern, you can make a formal complaint.

If you make a formal complaint we will follow this process:

• If you wish to make a formal complaint, the first step would be for you to email will.hull@tcosolicitors.com with details of your complaint.
• We will acknowledge receipt of your complaint within five working days of receiving it and will provide a copy of this procedure.
• We will then look at the relevant file(s) discuss your complaint with the person who handled your matter and/or their supervisor(s).
• We may contact you to discuss or clarify your complaint and/or the information you have provided us.
• We will normally within 28 days of our acknowledgement of your complaint provide you with a full written response to your complaint. This will set out the result of the investigation and any proposals for resolving matters. We will ask you to confirm, within 7 days of that acknowledgement, whether you accept the conclusion of the investigation or whether you wish to provide further comments.  You will receive a response to any additional comments that you make within 7 working days of our receipt of those comments.
• Sometimes, perhaps due to the complexity of what you have raised or the absence of the person involved, the investigation may take a little longer. If that is the case, then you will be contacted with an update on how the investigations are going and with a revised timetable.  However, if we have not been able to resolve matters within 8 weeks, you are entitled to refer the matter to the Legal Ombudsman.

 

If we are unable to resolve your complaint, the Legal Ombudsman can help you. They will look at your complaint independently and it will not affect how we handle your case. Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have tried to resolve your complaint with us first,  then you must take your complaint to the Legal Ombudsman within (a) six months of receiving a final response to your complaint and (b) no longer than six years from the date of act/omission; or (c) no more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, their contact details are:

Web: www.legalombudsman.org.uk

Phone: 0300 555 0333 between 9am to 5pm.

Mail: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

The Solicitors Regulation Authority can also help you if you are concerned about our behaviour. You can raise your concerns with them at: Solicitors Regulation Authority.