Complaints

Complaints

Our aim is to provide a high quality service in all respects. If, however, you are not satisfied with our service, please let us know.

 Complaints about our services

We wish to provide you with high quality legal advice and client care in all respects.

If you have any questions or concerns, please speak to Nathalie Trousset about them and we will do our best to resolve any issues at this stage.

If you remain dissatisfied with our level of service, we would like you to make a formal complaint to Nathalie Trousset, who is the person in charge of Customer Care and we will investigate and report back to you.

We would normally require details of the complaint in writing.

 

What happens if I do not agree with your views on the complaint?

If we are unable to resolve the complaint, you may do the following:

Raise the complaint with the Legal Ombudsman who investigates the problems of poor service from lawyers.

Before accepting a complaint for investigation, the Legal Ombudsman will in most cases expect you to have made a complaint to us first.

Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint.

Ordinarily you must refer a complaint to the Legal Ombudsman:

  • within six years from the date of our act/omission about which you are complaining;

  • or within three years from when you should reasonably have known there was cause for complaint without taking advice from a third party

whichever is later.

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

 

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help 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.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.

 

Complaints about our Notarial Practice:

Our notarial practice is regulated through the Faculty Office of the Archbishop of Canterbury, whose contact details are as follows:

 The Sanctuary, Westminster London SW1P 3JT, Telephone 020 7222 5381,

E-mail faculty.office@1the sanctuary.com

Website www.facultyoffice.org.uk

If you are dissatisfied with the service you have received, please do not hesitate to contact Nathalie Trousset.

If we are unable to resolve the matter, you may then complain to the Notaries Society, who have a Complaints Procedure, which is approved by the Faculty Office.  This procedure is free to use and is designed to provide a quick resolution to any dispute. 

In that case please write (but do not enclose any original documents) with full details of your complaint to :-

 The Secretary of the Notaries Society

Old Church Chambers

23 Sandhill Road

St James

Northampton.  NN5 5LH

Email secretary@thenotariessociety.org.uk              Tel: 01604 758908 

If you have any difficulty in making a complaint in writing please do not hesitate to call the Notaries Society/the Faculty Office for assistance. 

Finally, even if you have your complaint considered under the Notaries Society Approved Complaints Procedure, you may at the end of that procedure, or after a period of 6 months from the date you first notified me that you were dissatisfied, make your complaint to the Legal Ombudsman, if you are not happy with the result : 

 Legal Ombudsman

P O Box 6806

Wolverhampton   WV1 9WJ 

Tel: 0300 555 0333    

Email :  enquiries@legalombudsman.org.uk

Website :  www.legalombudsman.org.uk

If you decide to make a complaint to the Legal Ombudsman you must refer your matter to the Legal Ombudsman:

  • Three years from when you should reasonably have known there was cause for complaint (only if the act or omission took place more than six years ago).

  • Six years from the date of act/omission; or

  • Within six months of receiving a final response to your complaint