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We strive to provide our clients with the best service possible. However, if at any point you become unhappy or concerned about the service we have provided, or about the bill, then you should inform us immediately so that we can try and 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 at this stage.
If you would like to make a formal complaint then please contact our Head of Client Care, Peter Medd on 01642 777680, email enquiries@cygnetlaw.co.uk or by post to our office at Portland House, West Dyke Road, Redcar TS10 1DH. Making a complaint will not affect how we handle your case.
What will happen next?
The Legal Ombudsman
If you are still not satisfied with our handling of your complaint you can ask the Legal Ombudsman to consider the complaint. We would hope that this does not become necessary and that we can resolve matters between ourselves. Contact details are as follows:
Legal Ombudsman
PO Box 6167
Slough
SL1 0EH
0300 555 0333
enquiries@legalombudsman.org.uk
The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned, or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.
Complaints about your bill
The above complaints procedure also applies to complaints arising concerning our bill. There may also be a right to object to the bill by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974; and that if all, or part, of a bill remains unpaid, the Practice may be entitled to charge interest.
Raising concerns with our regulator
The Solicitors Regulation Authority (SRA) can help you 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. Further information is available at www.sra.org.uk/consumers/problems/report-solicitor.