Client Complaints

We want to give our clients the best possible service. However, if at any point you become unhappy or concerned about the service we provided then you should inform us immediately, so that we can do our best to resolve the problem.

If you are a client of the firm and would like to make a formal complaint, please email ( [email protected] ). Sandra Bayne will acknowledge any complaint made by a client within 2 business days. Mortimer Clarke will consider the client complaint objectively and carry out an investigation. We will aim to respond with our decision or any proposed solution within ten business days. We will invite the client to discuss the complaint with us and we will then send a written response. We have 8 weeks to resolve a complaint.

If we are unable to resolve your complaint, the Legal Ombudsman will independently review your complaint if it has not been resolved to your satisfaction within 8 weeks. They may consider it sooner if they believe there are exceptional reasons to do so. You have six months from the date that you received our written response to refer the complaint to them.

In the scenario where you have not made a complaint to us first, then you must refer the complaint to the Legal Ombudsman no later than:

• One year from the act/omission; or

• One year from when you should reasonably have known there was cause for complaint.

The Legal Ombudsman will consider an extension to any of these time limits if they consider it fair and reasonable, in all the circumstances, to do so.

Any review by the Legal Ombudsman will not affect how we handle your case.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details:

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between | 9am and 5pm

Email: [email protected]

Address: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

The Solicitors Regulation Authority can help you 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