I want you to receive an excellent and cost-effective service from me. However, if you are unhappy with the service received or the amount you have been charged, you have the right to complain. You will not be charged for any time spent in handling your complaint.

If you have a complaint, please email me as soon as possible and your email will be acknowledged within 48 hours. I’ll then investigate and consider your complaint and send you a full response within 14 days of it.

If you remain dissatisfied, you could ask the Legal Ombudsman to consider your complaint. The time scale for doing so is within six months of my final response to you on the issue. Before accepting a complaint for investigation, the Legal Ombudsman will check that you tried to resolve the issue with me first.

The Legal Ombudsman expects complaints to be made to it within one year of the date of the act or omission about which you are concerned, or one year from the date you should have known about the complaint. In rare circumstances, these time limits can be extended by the Legal Ombudsman.

The Legal Ombudman’s contact details are:
Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
www.legalombudsman.org.uk Tel: 0300 555 0333

If your complaint relates to alleged breach of the SRA’s Standards and Regulations, including its accounts rules, you should refer the matter to the SRA. See here. Please note that the SRA will not investigate complaints about the services provided by me.