Complaints Process

Complaints Process

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.

Who to contact

Please address any complaints in writing FAO Samantha Moss and post to us at The Plaza, 100 Old Hall Street, Liverpool, L3 9QJ. The complaints will be dealt with in accordance with our internal complaints procedure (click here to read our complaints procedure). Making a complaint will not affect how we handle your case.

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.

You can raise your concerns with the Solicitor Regulation Authority www.sra.org.uk/consumers/problems/report-solicitor.page

What do to if we cannot resolve your complaint

We will always strive to resolve your complaint, however if we are unable to resolve your complaint then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about service issues with lawyers. The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you. The Legal Ombudsman’s contact details are: –

Telephone: 0300 555 0333
Minicom: 0300 555 1777
Website: www.legalombudsman.org.uk
Post: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

We are regulated by the Solicitors Regulation Authority (SRA) and complaint and redress mechanisms are also provided through them. They can be contacted at Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN or telephone 0370 606 2555.

In the event of us not being able to resolve your complaint, we will provide you with further information at that stage as the most appropriate route for your complaint to take, but in any event, you are entitled to raise any concerns with either of the bodies referred to above.