Complaints

 

We have eight weeks to consider your complaint.  If we have not resolved it within this time, you may complain to the Legal Ombudsman.  If you are not satisfied with our handling of your complaint, you can ask the Legal Ombudsman to consider the complaint.  The Legal Ombudsman's contact details are:

 

PO Box 6806, Wolverhampton, WV1 9WJ

0300 555 0333—from 8.30am to 5.30pm

 

enquiries@legalombudsman.org.uk 

www.legalombudsman.org.uk 

 

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, or within six years of the occurrence of the act or omission about which you are complaining (or if outside of this period, within three years of when you should reasonably have been aware of it).  Generally, the Legal Ombudsman deals with complaints relating to acts or omissions that happened after 5 October 2010.

 

The Legal Ombudsman deals with complaints by consumers and very small businesses.  This means some clients may not have the right to complain to the Legal Ombudsman, e.g. charities or clubs with an annual income of more than £1m, trustees of trusts with asset value of more than £1m and most businesses (unless they are defined as micro-enterprises). This does not prevent you from making a complaint directly to us about the service you have received or about the bill.

 

If we are unable to resolve your complaint, and it relates to a contract we entered into online or by other electronic means, you may also be able to submit your complaint to a certified alternative dispute resolution (ADR) provider in the UK via the EU ODR platform. 

 

The ODR platform is an interactive website offering a single point of entry for disputes between consumers and traders relating to online contracts.  The ODR platform is available to consumer clients only, i.e. where you have instructed us for purposes outside your trade, business, craft or profession.

 

The website address for the ODR platform is: http://ec.europa.eu/odr.