If you become unhappy or concerned about the service we are providing then please inform us immediately and we will do our best to resolve the problem.
Client satisfaction is a priority for us and we want the service you receive to reflect this.
We welcome hearing from you if you ever believe that our service has fallen short.
Your case will not be affected by you raising concerns. We hope you will not have any reason to complain, but in case you do, you should follow the procedure below.
In the first instance, please raise your concerns directly with the person dealing with your case.
If you feel that it is not appropriate to raise this directly with them, or they have not addressed all your concerns to your satisfaction, you should raise your concerns with our Principal Jeremy Roberts.
Jeremy Roberts & Co
73 Park Road
Please provide as much detail as possible regarding your complaint. We prefer to receive your complaint by post or email as we can then make sure we reply to all the points you raise:
We will acknowledge receipt of your complaint. Normally we will investigate your complaint within three or four weeks but it could be more or less (due to the circumstances of your complaint, illness or holidays). It should never be more than eight weeks after receipt of your complaint.
At the end of our investigation, we will write to you to tell you our findings and what we propose to do to resolve your complaint.
Where our complaints procedure has been exhausted and we cannot settle the complaint; we shall provide you with information on how to contact the Legal Ombudsman and/or the Solicitors Regulation Authority and clarify any applicable time limitations.
If you remain unhappy, you have the right to complain to the Legal Ombudsman, an independent and impartial body, but you must do so within 6 months of our final letter to you, which we will always make clear when sending our final letter. There should be more than six years from the date of act/omission; or no more than three years from when you should reasonably have known there was cause for complaint.
The Ombudsman's contact details are:
PO Box 6806
Wolverhampton WV1 9WJ
Telephone: 0300 555 0333
Email address: email@example.com
The Legal Ombudsman will look at your complaint independently which will not affect how we handle your case. The Legal Ombudsman service is free of charge.
The Legal Ombudsman will check that you have tried to resolve your complaint with us first.
We are authorised and regulated by the Solicitors Regulation Authority (the SRA). Our SRA registration number is 54342.
Solicitors Regulation Authority
199 Wharfside Street,
B1 1RN .
We are governed by their Code of Conduct and other professional rules, (available on the SRA's website www.sra.org.uk) or on 0370 606 2555.
If you believe that we have behaved dishonestly, illegally or in breach of the SRA's principles, you can complain to the SRA using the contact details above.