Legal
If something has gone wrong, tell us
We want to know when we have fallen short, so we can put it right. Here is exactly how to raise a concern and what happens next.
Contents
- 1
Your solicitor
Raise it informally first
- 2
Our Complaints Officer
Final response within 8 weeks
- 3
Legal Ombudsman
If you are still unhappy
01Our commitment to you
We aim to provide an excellent service at all times. If you are unhappy with any aspect of our work or service, please raise it as early as possible. Every complaint is taken seriously and handled promptly and fairly, and making a complaint will not affect how we handle your matter.
02Tell your solicitor
In the first instance, please raise your concern directly with the solicitor handling your matter. Many issues can be resolved quickly at this stage.
03Make a formal complaint
If you remain dissatisfied, you can make a formal complaint to our Complaints Officer:
Complaints Officer
Temple Gate Solicitors Ltd
Building 3, 297–303 Edgware Road, London NW9 6NB
Email: complaints@templegatesolicitors.com
Telephone: 020 7183 8043
Please set out your complaint in writing, including your file reference, a description of your concern, and the outcome you are looking for.
04What happens next
- We will acknowledge your complaint within 3 working days.
- A senior solicitor will investigate and send you a full written response within 8 weeks.
- Our response will explain our findings, any action we propose, and your options if you remain dissatisfied.
05The Legal Ombudsman
If you are not satisfied with our final response, or we have not resolved your complaint within 8 weeks, you can ask the Legal Ombudsman to look into it. The Ombudsman is free, independent and impartial.
Legal Ombudsman
PO Box 6167, Slough, SL1 0EH
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: legalombudsman.org.uk
Time limits apply. You must normally refer your complaint to the Legal Ombudsman:
- within six months of our final response to you; and
- no more than one year from the date of the act or omission you are complaining about, or one year from when you should reasonably have known there was cause for complaint.
The Ombudsman can extend these limits where it considers that fair. Our final response will remind you of your right to go to the Ombudsman and the deadline that applies.
06Concerns about our conduct
The Legal Ombudsman deals with the quality of service. If you are concerned about our professional conduct, for example dishonesty or a failure to protect your money, you can report it to the Solicitors Regulation Authority.
Solicitors Regulation Authority