Complaints Procedure

 

If you have experienced a problem with our service to you please bring your concerns to our attention as quickly as possible and we will do our best to address any dissatisfaction you have experienced. Our primary objective is to put things right.

Our Complaints Partner is Neil Somerfield. You can contact him by post at Somerfield & Co Solicitors, 26a Bird Street, Lichfield, WS13 6PR or via email: neil@somerfieldandco.co.uk.
It is helpful if you put your concerns in writing but if you would prefer not to, or if you would find it difficult to do so, Neil can be contacted by phone at 01543 258067.

We will acknowledge receipt of your complaint within 7 working days after which we will investigate it by discussing with the member of staff concerned the issues you have raised and by a review of all relevant material.

Depending on the complexity of the issues raised we will endeavour to let you have a full written response within 28 days from the date of acknowledgement of your complaint.

If we need further time to investigate we will let you know and specify the additional period for our response.

If you do not agree with the outcome of our complaints process, or should we fail to investigate it within 8 weeks, you have the right to complain to the Legal Ombudsman. Complaints to the Legal Ombudsman must usually be made within 6 months of our final response to your complaint.

The Ombudsman can investigate complaints for up to 6 years from the date the problem occurred or within 3 years from when you found out about the problem.

The Legal Ombudsman address is: PO Box 6806 Wolverhampton, WV1 9WJ telephone 0300 5550333 or email enquiries@legalombudsman.org.uk

Alternatively you may contact the Solicitors Regulation Authority if you have concerns as to whether we have breached any of their professional rules for Solicitors or 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. Details will be found at www.sra.org.uk/solicitors/standards-regulations/principles. And the SRA can be contacted at The Cube, 199 Wharfside Street, Birmingham B1 1RN or by email to contactcentre@SRA.org.uk