COMPLAINTS PROCEDURE

 If you feel that we have failed to achieve an acceptable standard of service to you, we would like you to tell us. We regard it as an opportunity to monitor and improve our quality of service. We will investigate your concerns objectively and try to generate a positive and speedy solution.

If you feel dissatisfied with any aspect of the handling of your case, it is important that you provide us with details of your complaint by letter, email, over the telephone, or in person as soon as possible. We ask that you make your complaint to the Practice Principal, Karen Bailey.

If the complaint is in relation to work that was undertaken by Ms Karen Bailey, then please make your complaint to the Practice Manager, Eddie Bailey.

We aim to respond to your complaint within 10 working days.

If you are not satisfied with our handling of your complaint you can ask the Legal Ombudsman of PO Box 6167, Slough SL1 0EH to consider it. Email enquiries@legalombudsman.org.uk. Telephone 0300 555 1777. Website www.legalombudsman.org.uk. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it).

If you think that we have breached an SRA Principle, you can complain directly to the SRA. They may refer your complaint back to the legal ombudsman, however.  The contact details for the SRA are found on their website or by clicking on the link to their contact centre.