Complaints
If something has gone wrong
We want to give you the best possible service. If at any point you are unhappy with what we have done, or with our bill, please tell us — we would rather hear about it early and put it right.
How to complain
In the first instance, please raise it with the person handling your matter. Often a conversation resolves it. If you would prefer not to, or if you have already done so and remain unhappy, put your complaint in writing to us at info@vcssolicitors.com or by post to 4th Floor, Centenary House, 1 Centenary Way, Salford, M50 1RF.
It helps if you can set out what you think went wrong, when it happened, and what you would like us to do to put it right.
What happens next
We acknowledge your complaint
We will write to acknowledge your complaint within five working days of receiving it, and confirm who will be investigating.
We investigate
We review your file and speak to the person who acted for you. We may come back to you for further information or to clarify what you are unhappy about.
We respond in writing
We will send you a full written response, normally within eight weeks of receiving your complaint, setting out our conclusions and what we propose to do.
If you are still not satisfied
You may be able to take your complaint to the Legal Ombudsman. The details and time limits are set out below.
The Legal Ombudsman
If we have not resolved your complaint within eight weeks, or you are unhappy with our final response, you may be able to ask the Legal Ombudsman to look at it. The Legal Ombudsman deals with complaints about the service you have received.
Time limits apply. You must normally refer your complaint to the Legal Ombudsman:
- within six months of receiving our final written response; and
- no later than one year from the act or omission complained of, or one year from when you should reasonably have known there was cause for complaint.
| Legal Ombudsman | Details |
|---|---|
| Post | PO Box 6167, Slough, SL1 0EH |
| Telephone | 0300 555 0333 |
| enquiries@legalombudsman.org.uk | |
| Website | www.legalombudsman.org.uk |
Please check the Legal Ombudsman’s website for the current time limits and for confirmation that your complaint falls within its scheme rules, as these can change.
Complaints about our bill
If your complaint is about our bill, you may also have the right to apply to the court for an assessment of the bill under Part III of the Solicitors Act 1974. Please note that if you apply to the court for an assessment, the Legal Ombudsman may not be able to consider your complaint about the same bill.
The Solicitors Regulation Authority
The Legal Ombudsman deals with poor service. If your concern is about our behaviour — for example dishonesty, taking or losing your money, or treating you unfairly because of your age, disability or another characteristic — you can report it to the Solicitors Regulation Authority at www.sra.org.uk.
VCS Solicitors is authorised and regulated by the Solicitors Regulation Authority under SRA number 8005210.
Our commitment
Raising a complaint will not affect how we handle your matter. We do not charge for investigating a complaint, and we treat what you tell us in confidence.
Raise it with us first
Most complaints are resolved quickly once we know about them.
0161 241 6309
Key timescales
- Acknowledgement — 5 working days
- Our final response — within 8 weeks
- Legal Ombudsman — within 6 months of our final response
Regulated practice
Authorised and regulated by the Solicitors Regulation Authority.
SRA number 8005210
Contact
Tell us and we will put it right
If something has gone wrong we would rather hear about it early. Raising a complaint will not affect how we handle your matter.
0161 241 6309