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Complaints Procedure

Butterworths as a firm prides itself on its client care and its relationship with our clients, both past, present and future. Our aim is to give you the best possible service and it is disappointing for us if the service that we provide fails to live up to a client’s expectations. 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.
If you have an issue of concern about your case, please do not hesitate to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you are unable to resolve your concern directly with the fee-earner who is dealing with your matter, or you wish to make a more formal complaint, then you can read our Complaints Procedure.  Making a complaint will not affect how we handle your case.
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. You can raise your concerns with the Solicitors Regulation Authority.

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 6 months of receiving a final written response to your complaint; and
• Within 1 year of the issue you are complaining about; or
• Within 1 year of you finding out about the issue.

If you would like more information about the Legal Ombudsman their contact details are:
Post: Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ
Website: www.legalombudsman.org.uk
E-mail: enquiries@legalombudsman.org.uk
Telephone: 0300 555 0333 between 8.30am to 5.30pm
Minicom: 0300 555 1777