Regulatory Information

Complaining to us

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.

If you would like to make a formal complaint, then you can read our complaints procedure below. Making a complaint will not affect how we handle your case.

Complaining to the Legal Ombudsman

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.

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help if you are concerned about our conduct.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.

Complaints Policy

We aspire to providing a high quality legal service to all our clients. If we do not succeed we need you to tell us about it so we can seek to improve the service we offer.

Complaints Procedure

If you are dissatisfied with our service then in the first instance please raise your complaint with the individual who is providing legal advice to you.

If that does not enable the issue to be resolved then we would invite you to put your complaint in writing to Michael Watson. This can be done;

a) by post to:

Concorde Solicitors Limited
118 Pall Mall
London
SW1Y 5EA

b) by email to:
Contact@concorde-solicitors.co.uk

What we will do next

1. We will acknowledge your complaint and will request any further information we need to consider your complaint.
2. Once we have considered your complaint we will write you responding to your complaint.
3. In the event that this does not resolve your complaint, or it cannot be resolved in writing, we would offer to meet with you to try to resolve the complaint.
4. If we do have a meeting and we are able to resolve your complaint we will follow up the meeting by writing to you to confirm what we have agreed with you.
5. If we are unable to resolve your complaint we would be agreeable to engaging in a process of independent mediation.

If having exhausted the above procedure you are not satisfied with our handling of your complaint you can ask the Legal Ombudsman to consider the complaint.