Complaints Process
We aim is to give you the best possible service at all times. However, if at any point you become unhappy or concerned about the service we have provided to you then you should inform us immediately so that we can do our best to resolve the problem. In the first instance it may be helpful for you to contact the person who is working for you to discuss your concerns. We will do our best to resolve any issues at this stage. If you would like to make a formal complaint, we would refer to the process set out in the client care letter and terms of business we sent to you at the commencement of the matter. If you require another copy of the client care letter and/or terms of business, please contact us on info@lunngroves.co.uk and we shall immediately provide you with these as required. Making a complaint will not affect how we will handle your case.
The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. You can raise concerns direct with the Solicitors Regulation Authority, as below:
www.sra.org.uk
Call: 0370 606 2555 between 08.00-18.00 (8am-6pm) Monday, Wednesday, Thursday & Friday, 09.30-18.00 (9.30am-6pm) Tuesday
Fax: 0121 616 1999
Solicitors Regulation Authority
The Cube 199 Wharfside Street Birmingham West Midlands B1 1RN
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What to do if we cannot resolve your complaint?
The Legal Ombudsman can help you if we are unable to resolve your complaint. They will look at your complaint independently and it will not affect how we handle your case. Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman within six (6) months of receiving a final response to your complaint and no more than six (6) years from the date of act/omission; or no more than three (3) years from when you should reasonably have known there was cause for complaint.
If you would like more information about the Legal Ombudsman, please contact them direct as below:
www.legalombudsman.org.uk
Call: 0300 555 0333 between 09.00-17.00 (9am-5pm)
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman P O Box 6806 Wolverhampton West Midlands WV1 9WJ