1.1 We are committed to delivering a quality service and client care to you at all times. However we understand that occasionally things can go wrong. If you are dissatisfied with any aspect of the service you receive from us we would like to hear from you. Equally, if you are pleased with the services offered, or have a suggestion on how we might improve our services, do let us know.
1.2 In order for us to deal with all complaints promptly, fairly, openly and effectively, we need to know the exact nature of your complaint. Please provide as much information as possible about the service provided and why you felt the service we offered did not meet your expectations.
1.3 You can make your complaint in whatever form is most convenient to you. You can telephone and speak to us or you can write to or email us at Mill Cottage, Mill Lane, Crondall, Farnham, Surrey GU10 5RR. Tel: 01252 850058 E-mail: firstname.lastname@example.org.
1.4 All complaints received will be logged and whoever takes your call will attempt to resolve the issue for you. If you are not satisfied with the response you receive at this stage you can submit a formal complaint in writing.
1.5 If your complaint is in writing (including email) we will acknowledge it by return and respond to you within seven working days. If a full response cannot be given within seven working days (e.g. when a matter is very complex or where we have to consult a third party on the matter) we will inform you of the progress being made with your complaint.
1.6 If you feel your complaint has not been satisfactorily dealt with you have the option to put your concerns directly, in writing, to the Legal Ombudsman: PO Box 6806 Wolverhampton WV1 9WJ. Tel: 0300 555 0333, E-mail: email@example.com. Normally, you will need to bring a complaint to the Legal Ombudsman within 12 months of our final response from us about your complaint. You can also report complaints to the SRA via their website at www.sra.org.uk/consumers/problems.