Complaints Procedure

Our aim is to offer all our clients an effective service at all times. Our clients are of the utmost importance to us. We hope that you will be pleased with the work we do for you.

However, should there be any aspect of our service with which you are unhappy, please raise your concern in the first place with Nick Brundall. Ideally, your concern should be made in writing to him at 14 Chaloner Street, Guisborough, Cleveland TS14 6QD or by email to nick@nickbrundallsolicitors.co.uk

Once we have received your written complaint, Mr Brundall will acknowledge receipt of your complaint within five days. He will then discuss the matter with the relevant fee earner and provide you with a written response to your complaint within 14 days.

Should you not be satisfied by the response you can then ask to meet with Mr Brundall to discuss the complaint face to face. Within five days of that meeting Mr Brundall will write to you confirming our final position regarding the complaint.

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: legalombudsman.org.uk
Call: 0300 555 0333 between 9.00 to 17.00
Email: enquiries@legalombudsman.org.uk
Address: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

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.