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.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues. If you would like to make a formal complaint, then you can read our full complaints procedure below. Making a complaint will not affect how we handle your case.

What to do if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. 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 months of receiving our final response to your complaint

and

• No more than one year from the date of the act or omission being complained about; or
• No more than one year from the date when you should reasonably have known that there was cause for complaint.

You also need to be aware that the Ombudsman only deals with complaints from the following:
(a) an enterprise which, at the time that the complaint is made, is a micro-enterprise within the
meaning of arts.1, 2(1) and (3) of the Annex to Commission Recommendation 2003/361/EC,
as that Recommendation had effect at the date it was adopted;
(b) a charity with an annual income net of tax of less than £1 million at the time at which the
complainant refers the complaint to the respondent;
(c) a club, association or organisation, the affairs of which are managed by its members or a
committee or committees of its members, with an annual income net of tax of less than £1
million at the time at which the complainant refers the complaint to the respondent;
(d) a trustee of a trust with an asset value of less than £1 million at the time at which the
complainant refers the complaint to the respondent;
(e) a personal representative of an estate of a person; or
(f) a beneficiary of an estate of a person.

For more information contact the Legal Ombudsman.

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.

Complaints Procedure

We are committed to providing the best possible service and to dealing with all our clients fairly. We acknowledge that we may not always get it right so if something has gone wrong, including in relation to the bill, we need you to tell us. Therefore, 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.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, then you can read our full complaints procedure set out below. We like to reassure you that making a complaint will not affect how we handle your case.

How do I make a complaint?

• You can contact us in writing (by letter, fax or email) or by speaking with our acting complaints partner, officer whose contact details are:

Thomas Jackson, email@staploesolicitors.com 01353 720903

• To help us to understand your complaint, and in order that we do not miss anything, please tell us:

4.1        your full name and contact details

4.2         what you think we have got wrong

4.3         what you hope to achieve as a result of your complaint, and

4.4         your file reference number (if you have it)

• If you require any help in making your complaint, we will try to help you.

How will you deal with my complaint?

• We will record your complaint centrally.
• We will write to you within five working days acknowledging your complaint, enclosing a copy of this policy.
• We will investigate your complaint. This will usually involve:

8.1           reviewing your complaint

8.2           reviewing your file(s) and other relevant documents, and

8.3           speaking with the person who dealt with your matter

• We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.
• We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you on the telephone.
• We will update you on the progress of your complaint at appropriate times.
• We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. We will aim to do this within eight weeks of the date of our letter of acknowledgement.

What to do if we cannot resolve your complaint?

13         The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

14         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:

14.1      Within six months of receiving a final response to your complaint.

14.2      No more than six years from the date of act/omission; or

14.3      No more than three years from when you should reasonably have known there was cause for complaint.

14.4     If you would like more information about the Legal Ombudsman, please contact them.

Contact details

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9am to 5pm.

Email: enquiries@legalombudsman.org.uk

Postal Address: Legal Ombudsman Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

What will it cost?

15        We will not charge you for handling your complaint.

16        Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding.

17        The Legal Ombudsman service is free of charge.

18        The Solicitors Regulation Authority can help you 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 can raise your concerns with the Solicitors Regulation Authority.