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Complaints Policy

Slateford is committed to providing impeccable service to its clients. Should you feel that we have not met that standard, then please raise any concern you may have with the fee earner who is responsible for the conduct of your matter.

Should you wish to raise a formal complaint, then you should contact the fee earner who is responsible for the conduct of your matter, or the firm’s Complaints Manager Jessica Lovell.

We have a written complaints policy, and this will be made available to you if you wish to complain formally. If you would like to see a copy of our complaints policy at any time, please let us know.

We have eight weeks to consider any complaint you might raise, but if you are not satisfied with the handling of your complaint or our response, you are entitled to ask the Legal Ombudsman to consider your complaint. Normally you will have to bring a complaint to the Legal Ombudsman within 6 months of receiving a final response from us.

The Legal Ombudsman’s details are:

Legal Ombudsman
PO Box 6806
Wolverhampton WV1 9W
Website - legalombudsman.org.uk
Tel - 0300 555 0333
Email - enquiries@legalombudsman.org.uk

Alternative complaints bodies (such as ProMediate) exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.

The service we provide is regulated by the Solicitors Regulation Authority.

The Solicitors Regulation Authority can also help if you are concerned about our conduct. You should contact the Solicitors Regulation Authority if you consider we have acted dishonestly, taken or lost your money or treated you unfairly because of your age, a disability or other characteristic. The Solicitors Regulation Authority does not deal with complaints about poor service. Details of how you can raise your concerns with the Solicitors Regulation Authority can be found on their website.