Our Complaints Procedure

We work hard to provide our clients with the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then please let us know.

In the first instance, please contact Claire Veness on 01395 864049 or claire@clairevenesslegal.co.uk with the details. If we can resolve your complaint over the telephone, we will do so, and where appropriate confirm our response in writing.

In other cases, we will acknowledge your complaint either by letter or email, or contact you by telephone to discuss the situation. Our aim is to contact you within 3 working days.

We will review your file carefully in order to give you a detailed response. We will respond to your complaint as fully as practicable and within 21 working days. Our response will usually be in writing and may suggest a meeting. We will inform you of our views of your complaint and, where possible, include suggestions for resolving the matter.

At this stage, if you are still not satisfied, you should contact us again and we will review the decision. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

If you are not satisfied with the handling of your complaint, you can ask the Legal Ombudsman to consider the complaint. They will look at your complaint independently and it will not affect how we deal with your matter. Any complaint referred to the Legal Ombudsman will usually need to be made within six months of receiving a final written response from us about your complaint or within one year of the act or omission about which you are complaining occurring, or within one year from the date when you should reasonably have known that there was cause for complaint. If you would like more information about the Legal Ombudsman, please refer to their website www.legalombudsman.org.uk or contact their helpline on 0300 555 0333.

If we need to change any of the timescales above, we will contact you and explain why.

The Solicitors Regulation Authority can help you if you are unhappy with our behaviour. If you feel that we may have been dishonest or treated you unfairly because of your age, disability or other characteristic you should raise your concerns with the SRA. For more information please visit their website www.sra.org.uk/consumers/problems/report-solicitor.