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 then you should inform us immediately, so that we can do our best to resolve the problem.
If at any time you have cause for complaint, the first step is to contact Mrs Janet Hart, Assistant Solicitor either by writing to us at:
Slater Hayward Law, Suite 111, Business First Centre, Davyfield Road, Blackburn, Lancashire, BB1 2QY
or by email to firstname.lastname@example.org or alternatively you can call her on 01254 271980. We will acknowledge your complaint within five working days of receipt and will provide a detailed response within 20 working days of the acknowledgement. Some complaints may take longer to process, but we will keep you informed of this, reasons for the delay and revised time scales.
We will aim to resolve your complaint at this stage, and we hope that you will not then need to progress beyond this first step. However, if you remain unhappy, we want you to let us know so that your complaint can proceed quickly to the next stage.
If you remain unhappy with the response provided, you can ask for your complaint to be reviewed by Mrs Slater, the Principal Solicitor. The review will look at any additional concerns you have and a response will be provided using the same timescales as above. We treat complaints seriously, and we expect that this final stage will bring the matter to a satisfactory conclusion.
The Solicitors Regulation Authority can help you 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 raise your concerns with the Solicitors Regulation Authority.
What to do if we cannot resolve your complaint
The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. 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, then you must take your complaint to the Legal Ombudsman:
- Within six months of receiving a final response to your complaint
- No more than six years from the date of act/omission; or
- 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, please contact them.
Call: 0300 555 0333 between 9am to 5pm.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ