Information about our complaints process, raising concerns to the Legal Ombudsman and to the SRA

We want to give you the best possible service and your feedback is important to us whether it is negative or positive. If it is positive is it always nice to know we are getting it right; if it is negative then we can see where we are getting it wrong and take steps to improve. In any organisation offering a service it is impossible to avoid all complaints but we take them seriously and do our utmost to resolve them will a minimum of disruption to you.

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 to your satisfaction.

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 resove any issues at this stage. If you would like to make a formal complaint, then you can read our full complaints procedure here.
Making a complaint will not detrimentally 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 treating you unfairly because of your age, a disability or other characteristic or if you feel that we have acted unethically.
You can raise your concerns with the Solicitors Regulation Authority. For further information follow this link: http://www.sra.org.uk/consumers/problems/report-solicitor.page

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 detrimentally 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 there are time limits as to when you can take your complaint to the Legal Ombudsman namely:

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.

Should you feel the need to complain please contact Matthew Davis on mdavis@ctwsolicitors.co.uk.

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