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.
Active Legal prides itself on giving our Client's the very highest level of service, but if there is anything you are not happy about the firm would rather you let us know right away. In the event of any dissatisfaction with the service provided to you I will either meet with you to discuss your complaint or write to you offering an explanation and try to resolve the difficulty.
I will also write to you with details of our Client Complaints procedure. The Client Complaints Procedure will set out the precise timescales that your complaint will be dealt with but we will endeavour to satisfactorily resolve any complaint within eight weeks after first receiving a complaint
The Client Care Procedure is also available on request.
All complaints are treated seriously and we recognise you are entitled to complain. Our Client Care Partner is Kerry Kirkbride and you can contact her directly either by telephone or by writing to our offices. Making a complaint will not affect how we handle your case.
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.
Call: 0300 555 0333 between 9.00 to 17.00.
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.