Complaints procedure

Providing an excellent legal service to our clients is our highest priority. If something goes wrong, we will do our best to resolve the problem in a timely manner and aim to learn from the experience to further improve the service we offer.

Should you become dissatisfied with our service, please firstly contact the solicitor dealing with your matter and they will do what they can to resolve the issue promptly. If they are not able to resolve the problem to your satisfaction you should then contact Amy Hamill in her role as Complaints Manager, either by telephone: 01395 512233, email: amy@tbhsolicitors.co.uk or letter, providing her with your contact details and details of your complaint.

Upon receipt of a formal complaint we will:

• Send you a letter acknowledging receipt within seven working days. If appropriate, we may ask you to clarify or explain any details
• Investigate your complaint by examining the relevant file(s) and speaking with members of staff as required
• If appropriate, you will be invited to a meeting (in person or by telephone) with our Complaints Manager to discuss and hopefully resolve your complaint. We aim to do this within twenty one days of receipt. We will then write to you to confirm the discussion within two days of the meeting taking place, detailing any suggestions or proposals that have been made or agreed with you to resolve the complaint
• Alternatively, our Complaints Manager will send a detailed written reply to your complaint, including any suggestions we may have to resolve it. Again, we should be in a position to do this within twenty-one days of receiving your complaint.

If we have to change any of the timescales set out above, we will let you know, giving a revised date and explanation.

If you are not satisfied with the conclusion of our complaint process, you can approach the Legal Ombudsman. In order for the Legal Ombudsman to consider your complaint, you must report it to them within six months from the conclusion of our internal complaints process. The Legal Ombudsman can be contacted via their website: http://www.legalombudsman.org.uk, by telephone: 0300 555 0333 or in writing: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ.

The Solicitors Regulation Authority can help if you are concerned about our behaviour. If you feel that we may have been dishonest or treated you unfairly because of your age, disability or other characteristic, you should contact the Solicitors Regulation Authority. For further information please refer to their website: www.sra.org.uk/consumers/problems/report-solicitor.