At Palmers, we aim to provide you with the best possible client service. However, if at any point you become unhappy or concerned about the service then you should inform us immediately, at which point we will do our level best to resolve the any problem.
To begin with and in order to discuss your concerns, we advise that you make contact with the solicitor with conduct of your matter. They will do their best to resolve any issues that you raise. If you would like to make a formal complaint, then you can read our full complaints procedure. Making a complaint will in no way impact on how we handle your case.
What to do if we are unable to resolve your complaint.
The Legal Ombudsman can assist you if we are unable to resolve your complaint. They will look at your complaint independently and, again, the involvement of the Legal Ombudsman will not affect how we handle your case.
Before accepting a complaint from you for investigation, the Legal Ombudsman will wish to ensure that you have tried to resolve your complaint with us first. If you have, then you are able to take your complaint to the Legal Ombudsman within six months of receiving a final response from us to your complaint. In addition, your complaint to the Legal Ombudsman must be made no more than six years from the date of any act or omission and no more than three years from when you should have reasonably known that there was cause for complaint.
The contact details for the Legal Ombudsman are:
Telephone Number: 0300 555 0333 (This line is open between 9.00am & 5.00pm).
Address: The Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ
Additionally, the Solicitors Regulation Authority is available if a client is unhappy with the behaviour of a firm of solicitors’ behaviour.
The Solicitors Regulation Authority can help if you are concerned about such things as dishonesty, queries in respect of a financial matter or unfair treatment on account of age, race, a disability etc.
The contact details for the Solicitors Regulation Authority are:
Website: www.sra.org.uk (This website explains how you can raise your concerns with the SRA).
Telephone Number: 0370 606 2555
Address: The Solicitors Regulation Authority, 24 Martin Lane, London EC4R 0DR