Complaints
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
How do I complain?
All complaints need to be in writing to Barclay Solicitors, 1stFloor, 49 Raven Row, E1 2EG. Please ensure that it is clearly marked as a complaint so that it is forwarded to the correct department.
What will happen next?
- We will send you a letter acknowledging receipt of your complaint within 7 working days of receiving it.
- This will then be investigated and within 21 days of sending you the acknowledgement letter we will write to you with the findings. Should the complaint prove complicated and further time is required, we will inform you and set an alternative time limit for our response.
- We will always make every effort to resolve your problems and we will invite you for a meeting at our offices to discuss your concerns.
- Within 5 days of any meeting, we will write to you to confirm what was discussed during our meeting and any solutions we have agreed.
- At this stage, if you are still not satisfied, you should contact us again and we may propose to enter into mediation by involving another person unconnected with the matter to review the decision. This will confirm our final position on your complaint and provide an explanation of our reasons for coming to this decision.
What to do if we cannot resolve your complaint
The Legal Ombudsman can help you if we are unable to resolve your complaint. They will look at your complaint independently. Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. The time frame for taking a complaint to the legal ombudsman is:
- 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
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
What to do if you are unhappy with our conduct
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. A complaint to the Solicitors Regulation Authority can be made at any time.
Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.