COMPLAINTS PROCEDURE

Whilst we are confident that you will be happy with the level of service we provide, if you are not happy with any aspect of our service, please speak initially to the individual with overall responsibility for your matter. If that fails to resolve the issue to your satisfaction, please contact Anthony Sultan either by telephone (0161 710 2030) or email (anthony.sultan@ulslimited.co.uk) who will investigate the complaint further and respond to your complaint as soon as practicable.

What will happen next

  • We will acknowledge your complaint in writing within 5 working days of receipt.
  • We will review your file and discuss matters with the person with conduct of your case and discuss your concerns.
  • We would normally expect to deal with your complaint within 21 days but should it not be possible to resolve matters within that time due to complexities, we will advise you of the reason for the delay.

What to do if we cannot resolve your complaint

Should we be unable to resolve your concerns or complaints to your satisfaction, you can refer your complaint to the Legal Ombudsman which is an independent complaints body who can investigate complaints about legal services.

  • You can refer your complaint to the Legal Ombudsman within 6 months of receiving our final response to your complaint

and

  • No more than six 6 years from the date of any act or omission; or
  • No more than 3 years from when you should reasonably have known there was cause for complaint.

More information about the Legal Ombudsman service can be obtained from their website, or by contacting them by letter, email or phone, as below:

The Legal Ombudsman, P O Box 6806, Wolverhampton, WV1 9WJ

Telephone : 0300 555 033

Website: www.legalombudsman.org.uk

Email: enquiries@legalombudsman.org.uk

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help 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.

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