Complaints procedure
We value your instructions and would not wish to think that you have any reason to be unhappy with us. If you are unhappy with any aspect of our service, including our bill, please contact the person dealing with the matter in the first instance. If that contact does not resolve the issue, then please ask to be referred to another director of Turner Nicholson Ltd.
All solicitors must attempt to resolve problems that may arise with their services. If you have any concerns, it is important that you raise them with us within six months of the date of completion of the work or within six months of the date the problem came to light.
If, for any reason, we are unable to resolve the problem between us, then it is open to you to refer your concerns to the Legal Ombudsman within the timescales referred to above. 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. In certain circumstances the Legal Ombudsman may accept a complaint outside of these timescales and further information about that is available from their website.
Contact details for the Legal Ombudsman are as follows:
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk
Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ.
If your concern is about professional misconduct, such as dishonesty or discrimination, rather than an aspect of our service, please do discuss this with the lawyer responsible for your case; or another director of Turner Nicholson Ltd if you would prefer. We take any concern seriously and would welcome the opportunity to discuss it with you, with a view to reaching resolution.
If we are unable to resolve your misconduct concerns then you are entitled to refer the matter to the Solicitors Regulation Authority. You can find details at the SRA’s website: www.sra.org.uk/consumers/problems/report-solicitor.page.