COMPLAINTS PROCEDURE
We are committed to high quality legal advice and client care. If there is any aspect of our service with which you are not happy with, in the first instance it may be helpful to contact the person who is your case handler to discuss your complaint and we will do our best to resolve any issues at early stage. If you would like to make a formal complaint, then please read below. Making a complaint will not affect how we handle your case
For complaints, please contact our complaints handler: Mr Taymour Akhtar. In order for us to understand your complaint fully it would be preferable for you to put your complaint in writing to this office (Stanworth Law Solicitors, Empire Business Centre, 2 Empire Way, Burnley, BB12 6HH) or by email to complaints@stanworthlaw.co.uk
Please note that you can request a copy of our complaints procedure at any time.
Please let us know if you have any special needs in relation to language or arising from a disability (e.g. large print).
We have eight weeks to consider a complaint. If we have not resolved it within that time you may complain to the Legal Ombudsman. If you are not satisfied with the way we handle your complaint you can ask the Legal Ombudsman to consider it. The Legal Ombudsman expects complaints to be made to them within one year of the date of the action or omission complaint about or within one year of realising there was a concern.
Your complaint must be made within six months of our final response. The Legal Ombudsman has strict time limits and if you fail to do so, it is unlikely that your complaint we will be investigated.
The Legal Ombudsman’s contact details are as follows:
www.legalombudsman.org.uk
Call: 0300 555 0333 between 8.30am to 5.30pm. For minicom call: 0300 555 1777
Email: enquiries@legalombudsman.org.uk
Postal address: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
The Legal Ombudsman asks that you do not send originals as they scan any documents they receive and then destroy what has been sent.
The Legal Ombudsman handles complaints about our services, or our fees for the services, the SRA deals with complaints about conduct. Further information is available on the SRA’s website: www.sra.org.uk/consumers