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 at this stage. 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.
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.
What do to 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 a final response to your complaint
- 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.
Call: 0300 555 0333 between 9am to 5pm.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
Goshen Solicitors – [Full Complaint Procedure]
If you are unhappy with the level of service provided or any bill, please contact the person dealing with your matter or the supervising solicitor responsible for your work (their name should be identified in the initial client care information sent to you).
We take complaints very seriously and will aim to deal with these as soon as possible. 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. What happens with your complaint?
We will send you a letter or email acknowledging your complaint and let you know the name of the person who will be dealing with your complaint.
- We will then start to investigate your complaint. This may involve one or more of the following steps:
- We may ask the member of staff who acted for you to reply to your complaint within 8 weeks; We may examine the reply and the information in your complaint. We may then ask for more information;
- We will record your complaint in our central register and open a file for your complaint; • We may invite you to meet the supervisor in charge of the department that dealt with your case in order to discuss and hopefully resolve your complaint;
- Within 2 days of the meeting, we will write to confirm what took place, and any suggestions we have agreed with you. If you do not want a meeting or it is not possible, we will send you a detailed reply to your complaint. This will include our suggestions for resolving the matter. This will happen within 7 days of us completing the investigation;
- We will endeavour to deal with your complaint in a way that best suits your needs.
- At this stage, if you are still not satisfied, you can contact us again and the Client Complaints Manager will review our decision and inform you of the outcome.
- Once you have a final response you may have the right to take your complaint to the Legal Ombudsman. You should raise your complaint with them within six months of our final response to you.
The Legal Ombudsman can accept a complaint within:
- Six years from the date of act/omission, or
- Three years from when you should reasonably have known there were grounds for complaint – although
- They will not accept complaints where the act/omission or date of awareness was before 6th October 2010. The contact details for the Legal Ombudsman are:
The Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ. Call: 0300 555 0333 (calls are charged at local rate and will be recorded). If you are calling from overseas, please call +44 121 245 3050; for the minicom call 0300 555 1777. Email: email@example.com
Please note the Legal Ombudsman may not deal with a complaint about a bill if you have applied to the court for assessment of that bill. Further information can be obtained from their website at www.legalombudsman.org.uk.
Alternative complaints bodies (Ombudsman Services, ProMediate and Small Claims Mediation) exist which are competent to deal with complaints about legal services. The details of these can be found at: www.ombudsman-services.org www.promediate.co.uk www.small-claims-mediation.co.uk