Complaints Procedure
Information
If you are dissatisfied with the service we have provided then you have the right to complain. The Legal Ombudsman service has been operational since October 6th, 2010 and is ultimately responsible for ensuring that complaints are dealt with appropriately. However, before you contact the Legal Ombudsman you must first register an official complaint with us. Normally, the Legal Ombudsman expects you to give us 8 weeks to try to resolve the matter. If after 8 weeks you are still dissatisfied, you can then involve the Legal Ombudsman. For more information on how the Legal Ombudsman works please visit the Legal Ombudsman website.
Timescales
The Legal Ombudsman can investigate complaints:
- Within one year of the act or omission being complained about; or
- If the act or omission happened more than one year ago, the complaint must be brought within one year of the complainant becoming aware of the act or omission.
If you wish to refer your complaint to the Legal Ombudsman this should be done within six months of the date of a final written response in relation to your complaint.
Getting Started
To register a formal complaint, please contact us (complaints@gepp.co.uk) and include all the information suggested by the Legal Ombudsman – their website includes some useful checklists and sample letters. Our process for dealing with complaints can be found here.
Solicitors Regulation Authority
The Solicitors Regulation Authority 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.
You can raise your concerns with the Solicitors Regulation Authority.
