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.
In the first instance, it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues.
If you would like to make a formal complaint, then the following procedure will apply:
- We will acknowledge your complaint within 2 working days of receipt and tell you who will be investigating your concerns.
- We will find out what happened, usually by reviewing the file and by talking to the person who acted for you. Sometimes as a result, we will need further information which may mean we need to telephone you or meet with you. We will tell you how long this will take which will take account of your personal circumstances.
- We will conduct a thorough investigation, tell you what we have found out within the agreed timescale, and where appropriate, suggest a solution or remedy.
- We hope that you will be satisfied with our conclusions but if you are not happy please contact Julian Taylor in writing. You can do so by post to: Julian Taylor, Julian Taylor Solicitors Ltd, Hazel Cottage Studio, Weston on the Green, Oxon OX25 3QX or by email to firstname.lastname@example.org Julian will arrange a further review by a partner not previously involved (if possible) in the complaint. We will tell you who will investigate your complaint and how long the investigation will take. After fully investigating your complaint we will give you our final response and explain the reasons behind the decision.
Making a complaint will not affect how we handle your case.
What to do if we cannot resolve your complaint
If we are unable to resolve your complaint within 8 weeks of receiving full details, you may have the right to refer it to the Legal Ombudsman. This service is usually only available to members of the public, very small businesses, charities, clubs and trusts. You should refer your complaint within 6 months of our final response to you. The Legal Ombudsman can accept a complaint within 6 years of the act/omission or 3 years from when you should reasonably have known about the problem. The Legal Ombudsman will not ordinarily accept complaints unless the act/omission (or when you should reasonably have known that there was a problem) was after 5th October 2010.
What to do if you are unhappy with our behaviour
The Solicitors Regulation Authority can help 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.
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.