Our Complaints Policy

We are committed to providing a high-quality legal service to all our clients. When something goes wrong or we fall short of your expectations, or if at any point you become unhappy with the service we provide you, please inform us immediately so that we can do our best to resolve the problem for you. This will also help us to improve our service standards in the future.

Our Complaints Procedure

If you have a complaint, please inform us immediately, providing full details of your complaint by email to us. Ruth Taylor will deal with your complaint. We may request that you provide further information to us to enable us to fully consider your complaint.

What will happen next?

There may be certain circumstances that do not allow us to acknowledge receipt of your complaints within 3 workings. If so, we will explain those circumstances when we do acknowledge your complaint.

There may be certain circumstances that do not allow us to respond fully to your complaint within 21 days, such as if Ruth Taylor is on holiday. If so, we will explain those circumstances to you and confirm when we will be able to respond fully to your complaint, with our findings and suggestions for a resolution of the issues arising.

If we feel it would be helpful to consider your complaint, we may invite you to meet with Ruth Taylor to discuss your complaint. You may refuse this invitation, but it may be helpful in establishing facts and finding an acceptable resolution for you.

When we have agreed the resolution to your complaint, we will confirm this in writing and then carry out the agreed actions within the agreed timeframe.

All matters connected with your complaint will be recorded centrally for future review to ensure that it was been handled effectively and efficiently.

If at any point during this process you are not happy with how your complaint is being handled or the timeframe we have set out for you, please contact us immediately.

What if you are still not satisfied?

We will try very hard to resolve your complaint. However, if you feel that we have been unable to resolve your complaint, you can have your 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.

You can contact the Legal Ombudsman by:

Telephone:    0300 555 0333 between 9am to 5pm.
Email:           enquiries@legalombudsman.org.uk
Post:             PO Box 6806, Wolverhampton, WV1 9WJ
Website:       www.legalombudsman.org.uk

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 may visit their website to see how you can raise your concerns with the Solicitors Regulation Authority at https://www.sra.org.uk/consumers/problems/report-solicitor/