Introduction
We aim to offer an efficient and effective service and we are confident that we will do so. However, if you have any concerns then please raise them with your case handler. If they are unable to resolve matters then please raise these with Elizabeth Gilmour, our Client Care Partner. You should write to her stating your concerns and mark your envelope Private & Confidential. She will either reply in writing or arrange an interview with you. It is both in your interest and ours that there is a good relationship between us.
The Legal Ombudsman service has been operational since October 6th, 2010 and is ultimately responsible for ensuring that complaints are dealt with appropriately. Normally, the Legal Ombudsman expects you to give us 8 weeks to try to resolve the matter. If after 8 weeks you are still disatisfied you can then involve the Legal Ombudsman. For more information on how the Legal Ombudsman works please visit the Legal Ombudsman website or download the Legal Ombudsman Guide to Making a Complaint (PDF).
Timescales
In normal circumstances you are required to register a complaint within one year. You must then give us 8 weeks to try to resolve your complaint before contacting the Legal Ombudsman. A complaint to the Legal Ombudsman must normally be made within six months of the date of the conclusion of the Firm's complaints procedure. In summary:
You must register your complaint with us within one year The Legal Ombudsman expects you to give us 8 weeks to try to resolve your complaint After this time, you can contact the Legal Ombudsman (but you must do so within 6 months)
