Client Complaints Procedure
Our complaints policy
We aim to provide reliable, professional service at all times. However, if something has not met your expectations, please let us know. This will help us to improve our standards.
Raising a concern will never affect how we handle your case. We take feedback seriously and treat every complaint fairly.
How to Raise a Concern
In the first instance, please speak to the person dealing with your matter. Many issues can be resolved quickly with a simple discussion.
If you would prefer to file a formal complaint, please contact us so we can work to resolve your issue. We will acknowledge your complaint and send you our complaints procedure. We will review your concerns carefully before providing a written response.
Our goal is always to resolve concerns promptly and fairly. Please contact us on 0208 637 2127 or email us on info@towngatesolicitors.co.uk.
What If We Cannot Resolve Your Complaint?
If you remain unhappy after receiving our final response or if we have not provided a satisfactory response within eight weeks, you may contact the Legal Ombudsman. The Legal Ombudsman is an independent organisation that investigates complaints about legal service providers.
They will usually expect you to have given us the opportunity to deal with your complaint first.
You must contact the Legal Ombudsman:
- Within six months of receiving our final response
- Complaints must be referred to the Legal Ombudsman within one year of the act/omission, or when you realised there was a problem.
Contact Details for the Legal Ombudsman:
Website: www.legalombudsman.org.uk
Telephone: 0300 555 0333 (Monday to Friday, 9:00 am – 5:00 pm)
Email: enquiries@legalombudsman.org.uk
Post: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
If You Are Concerned About Our Conduct
If your concern relates to professional misconduct, for example, dishonesty, misuse of client money, or discrimination, you may contact the Solicitors Regulation Authority (SRA).
The SRA regulates solicitors and law firms in England and Wales. Information on how to raise a concern is available on their website.