Complaints Procedure

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 directly to discuss your concerns and we will do our best to resolve any issues at this stage for you. If, however, we are unable to resolve your concerns and you would like to make a formal complaint, you must do so in writing. We have a formal written complaints procedure so that any complaint can be handled promptly and fairly. A copy of our Complaints procedure can be provided to you upon request. Please contact andrew@farleydwek.com. Making a complaint will not affect how we handle your case.

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.

SRA Contact details:  The Cube, 199 Wharfside Street, Birmingham, B1 1RN / Telephone: 0370 606 2555 / Email: report@sra.org.uk / Website: www.sra.org.uk.

What do to if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves within a period of eight weeks from receipt of your complaint. 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 the Legal Ombudsman expects complaints to be made to them:

• Within six months of receiving our final response to your complaint;
  and
• No more than one year from the date of act or omission about which you are concerned; or
• No more than one year 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 as follows:

Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9am to 5pm.
Email: enquiries@legalombudsman.org.uk
Address: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH