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 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 you can read our full complaints procedure below.

Making a complaint will not affect how we handle your case.

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.

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 9am to 5pm.
Call: 0300 555 0333 between 9am to 5pm.
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

Our Complaints Policy

1. We are committed to providing a high-quality legal service to our Clients. If you are not happy with any aspect of our service we need you to tell us about it. Please in the first instance address the complaint with the fee earner with conduct of your work.

If you are not able to resolve the issue with the fee earner, please contact Andrea Knox who is responsible for dealing with client care issues. You can contact her via email at andrea.knox@knoxcommercial.co.uk

* If Andrea Knox is your fee earner, please contact Philip Roberts at philip.roberts@knoxcommercial.co.uk , who will review any complaints involving Andrea Knox.

2. What will happen next?

1. We will send you an email/letter acknowledging your complaint within fourteen days of our receiving it, enclosing a further copy of this procedure;
2. Your complaint will then be investigated. This will involve a review of your file and *Andrea Knox speaking to the member of staff who acted for you.
3. *Andrea Knox will the invite you to a meeting to discuss and hopefully resolve your complaint. She will do this within fourteen days of sending you the acknowledgement letter.
4. Within fourteen days of the meeting, *Andrea Knox will write to you to confirm what took place and any solutions agreed with you.
5. If you do not want a meeting or it is not possible, *Andrea Knox, will send you a detailed written reply to your complaint, including her suggestions for resolving the matter within fourteen days of sending you the acknowledgement letter.
6. At this stage, if you are still not satisfied, you can then contact the Legal Ombudsman using the details on our Complaints Page.