We want to give you the best possible service. However, 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.

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 resolve any issues. If you would like to make a formal complaint, this should be addressed to Mr Nicholas Haigh, the Principal of Haighs Solicitors and the solicitor in charge of client care who will, within 7 days of receipt of your complaint, send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint (if someone other than Nick Haigh) and we will record your complaint in our central register and open a separate file for your complaint.

Nick Haigh, or the solicitor nominated to deal with your complaint, will then start to investigate your complaint in consultation with the member of staff who acted for you. We will then respond to your complaint within 21 days of completion of the consultation process. You will then be invited to contact us within 5 days of receipt of this response and, if you require a meeting to discuss and hopefully resolve your complaint, we will endeavour to arrange a meeting within 2 weeks of your request.

Within 7 days of the meeting Nick Haigh will write to you to confirm what took place and any solutions he has agreed with you.

At this stage, if you are still not satisfied, you can contact us again. We will then arrange to review our decision. This will happen in one of the following ways:-

Another solicitor in the firm will review Nick Haigh’s decision within a further 14 days.

What to do 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 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 you must take your complaint to the Legal Ombudsman:

• 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.

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 9.00 to 17.00.

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.