We are committed to providing a quality legal service. Occasionally something may go wrong or you may be unhappy about the service you receive. If this happens, please tell us about it immediately so that we can try to resolve the matter and also monitor and improve our service.
We are required to have a formal complaints procedure and this is set out below. If you have a complaint please contact one of the Partners with the details. We will happily discuss any concerns you have by telephone but you will subsequently need to put your complaint in writing by letter or email. The Partners’ contact details are available at: https://www.gqlittler.com/about-us/the-team.
The process will then be as follows:
- The Partner handling your complaint will contact you to acknowledge your complaint and may request further details from you. Your complaint will be recorded and we will open a separate file for it.
- The Partner handling your complaint will investigate your complaint and will then meet with you to discuss the complaint and/or send you a detailed reply to your complaint. This will include suggestions for resolving the matter.
- Following the meeting the Partner handling your complaint will write to you to confirm what took place at the meeting and any solutions that have been agreed with you.
- If, following 8 weeks of you the making of the complaint, it has not been resolved to your satisfaction the Partner handling your complaint will:
- confirm that the complaints procedure has been exhausted;
- invite you to agree to an independent mediation and will confirm how long this process will take. If you do not want to participate in mediation, the Partner handling your complaint will write to you confirming our final position on your complaint and explaining our reasons;
- If we are unable to resolve your complaint, then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about service issues with lawyers.
The Legal Ombudsman expects complaints to be made to them within six years of the date of the act or omission about which you are concerned or within three years of you realising there was a concern.
You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.
Please note that from 1 April 2023 these time limits are changing. From the 1 April the Legal Ombudsman expects complaints to be made to them within a year of the date of the act or omission about which you are concerned or within a year of you realising there was a concern. The requirement to refer your concerns to the Legal Ombudsman within six months of our final response to you remains the same.
If you would like more information about the Legal Ombudsman, please contact them.
Call: 0300 555 0333 between 9am to 5pm.
Email: [email protected]
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
Solicitors Regulation Authority
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.