We aim to provide all our clients with exceptional levels of client 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.
In the first instance, it may be helpful 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. In the unlikely event that we are not able to address your concerns and you would like to make a formal complaint, then you should inform our Complaints Manager, John Wallace who will deal with your complaint in line with our internal complaints procedure:
- Your complaint will be acknowledged within 7 days of receipt and we will set out how your complaint will be dealt with.
- The Complaints Manager will then investigate your complaint by speaking to the fee earner with the conduct of the file and reviewing your file in full.
- We will report to you with the outcome of the investigation as soon as possible but no later than one month from the date of which we have acknowledged receipt of your complaint.
- On occasion, these timeframes may need to be extended and should this be the case, we will advise you accordingly.
We aim for any complaint to be resolved as swiftly as possible. Making a complaint will not affect how we handle your case.
Surenity is a trading style of Ridgemont Legal Services Limited, a law firm registered under SRA number 620051.
Contact details for our Complaints Manager, John Wallace are as follows:
Email: johnwallace@ridgemont.co
Postal address: 24 Greville Street, London, EC1N 8SS
What to do if we cannot resolve your complaint
If we are unable to resolve your complaint, the Legal Ombudsman may be able to help you. 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 directly with us first. If you have, and you wish to go to the Legal Ombudsman, then you must make your complaint:
- Within six months of receiving a final response to your complaint
and
- No more than six years from the date of the 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 using the following contact details:
Email: enquiries@legalombudsman.org.uk
Call: 0300 555 0333
Postal address: Legal Ombudsman, PO Box 6806, Wolverhampton, WX1 9WJ
The Ombudsman will not accept complaints where the act/omission/date of awareness was before 6 October 2010.
Solicitors Regulation Authority
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 directly with the Solicitors Regulation Authority, contact details can be found at the following link:
