Complaints

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.

Please contact us to discuss your concerns and we will do our best to resolve any issues. If you would like to make a formal complaint, then please email your complaint to ABC Solicitor's Director Rosemary Bell at rosie_bell@hotmail.co.uk. We will follow the complaints procedure below to resolve any issues. Making a complaint will not affect how we handle your case.

Our Complaints Procedure

a. We will acknowledge your complaint within ten working days enclosing a copy of this procedure and ask you to confirm or explain any details.

b. We will then record your complaint in our central register and open a file for your complaint.

c. We will investigate and respond to your complaint within 28 days of acknowledgment in the following way:

i. We will review the information you have provided and contact you if any further information is required.

ii. We will take your complaint very seriously and endeavour to resolve any issues in a fair and expeditious manner.

iii. We will provide you with a written response to your complaint, detailing suggestions for actions to resolve the matter to your satisfaction.

iv. You will then give you an opportunity to respond to our suggestions and we will take these on board before taking any remedial action.

d. If we have not resolved the complaint within eight weeks, you may complain to the Legal Ombudsman. If you are not satisfied with the way we handled your complaint you can ask the Legal Ombudsman to consider it.

Complaints to the Legal Ombudsman must be referred to them no more than six months after you receive the final response to your complaint from your lawyer (us).

From 1st April 2023 (when new rules came into force), complaints to the ombudsman were required to be referred to them within:

·       one year from the date of the problem you are complaining about occurring; or

·       one year from the date when you first realised that there was a problem.

According to guidance from the Legal Ombudsman (April 2023), the new rules are not being applied retrospectively to cases that are brought to them.

Their guidance states: “Should you refer a complaint to us which falls out of our [the Legal Ombudsman’s] new time limits?

We have discretion under the new Scheme Rules to accept cases that are outside our [the Legal Ombudsman’s] time limits if we believe that it is fair and reasonable to do so.”

The Legal Ombudsman’s Full April 2023 Consumer guidance on [complaints] Scheme Rules changes can be found online: www.legalombudsman.org.uk/media/knabzb0v/consumer-guidance-on-scheme-rules-changes.pdf

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.

Further help

If you require further assistance, please contact the Professional Ethics helpline.