Complaints Procedure

Complaints Procedure

Introduction

South Downs Law is committed to delivering an outstanding service to our clients. However if you are dissatisfied with the service we have provided then you can make a complaint.

You must first register an official complaint with us before contacting the Legal Ombudsman. The Legal Ombudsman usually 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 – (PO Box 6167, Slough SL1 0EH, telephone 0300 555 0333, website http://www.legalombudsman.org.uk) which deals independently with complaints against lawyers registered in England and Wales. For more information on how the Legal Ombudsman works please visit the Legal Ombudsman website.

Timescales

      • You must register your complaint with us within one year

      • The Legal Ombudsman expects you to give us 8 weeks to try to resolve your complaint

      • After this time, you can contact the Legal Ombudsman (but you must do so within 6 months)

    The SRA investigate serious or repeated cases of poor behaviour or conduct. Types of things they usually investigate are set out below. It’s a list of examples. It’s not a list of everything they investigate.

    • Dishonesty or fraud
    • Misuse of client money
    • Sexual or violent misconduct
    • Conduct relating to serious criminal offences
    • Misleading the court or others (for example, about what has been done on a case or about the evidence)  
    • Taking unfair advantage of you or others (For example, a solicitor persuades someone who doesn’t have a legal adviser to sign an unfair settlement agreement, letting them think that it is in their interests and that they don’t need independent legal advice.)
    • Discriminating against you or others
    • Serious concerns about the solvency of a firm (ie, employees have not been paid)
    • Failing to act in the best of interests of a client, including the firm/solicitor acting for another client whose interests conflict or putting their own interests first  
    • Failing to take steps needed to safeguard against money laundering
    • Seriously reckless or incompetent behaviour or a pattern of behaviour that puts you (as a client), your money or your case at risk

    SRA | Reporting a solicitor or firm to us | Solicitors Regulation Authority

    Getting Started

    To register a formal complaint, please contact us and include all the information suggested by the Legal Ombudsman.

    Alastair Douglas is our Complaints Partner. If you have any questions about this policy you can call 01323 335085 email ad@southdowndlaw.com and a copy will be made available. You can also write to us at G:04 Archer House, Northbourne Road, Eastbourne, East Sussex, BN22 8PW.