Canal Legal
Complaints Procedure

Complaints

I want to give you the best possible service. However, if at any point you become unhappy or concerned about the service I have provided then you should inform me immediately, so that I can do my best to resolve the problem.

If you would like to make a formal complaint, then you can read our full complaints procedure here. Making a complaint will not affect how I handle your case although I would understand if you would feel more comfortable by instructing another lawyer in place of me.

The Solicitors Regulation Authority can help you if you are concerned about my 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 Regulations Authority (SRA). The SRA has published guidance which sets out all its regulatory requirements. This outlines the ethical standards that the SRA expects of practices and practitioners and the outcomes that the SRA expects them to achieve for their clients. It may be found on-line at:
https://www.sra.org.uk/solicitors/standards-regulations/

If you feel these requirements may have been breached, you may report me or my firm to the SRA. Guidance on how to do so may be found on-line at:
https://www.sra.org.uk/consumers/problems/report-solicitor/
and via its contact centre at:
The Cube
199 Wharfside Street
Birmingham B1 1RN
DX 720293 BIRMINGHAM 47
tel: 0370 606 2555 (open weekdays from 08.00 to 17.00 - Except Tuesdays 09.30 to 17.00)
contactcentre@sra.org.uk

What do to if we cannot resolve your complaint?

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

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have first tried to resolve your complaint with me. If you have, then you must take your complaint to the Legal Ombudsman:

  • Within six months of receiving a final response to your complaint
  • and
  • No 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.
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

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ