Complaints

We want to give you the best possible 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. If you would like to make a formal complaint, then you can read our full complaints procedure, in the section below. Making a complaint will not affect how we handle your case.

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 six months of receiving a final response to your complaint

and

• No more than six years from the date of 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:

• Visit: enquiries@legalombudsman.org.uk
• Post: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help 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.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.

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Our Complaints Handling Policy

We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need our clients to tell us about it. This will help improve our standards. Whenever possible, please raise any initial client care problems with the person acting on your case to give them the opportunity of resolving matters with you. Often, matters can be quickly resolved in this way.

If you are unhappy about any aspect of the service you have received, or about the bill, please contact us by post to our office at 85-87 Bayham Street, London NW1 0AG, telephone 020 3326 2585, or email info@goldmanbaileysolicitors.co.uk.

We have a procedure in place which details how we handle complaints as follows:

1. We will send you a letter acknowledging receipt of your complaint within 14 days of receiving it.
2. We will investigate your complaint. This will involve passing your complaint to our Client Care Manager Rhean Bailey who will review your matter file and speak to members of staff who acted for you.
3. You will be sent a detailed written reply to your complaint, including the suggestions for resolving the matter, within 6 weeks of sending you the acknowledgement letter, confirming our final position on your complaint and explaining our reasons.
4. If you are still not satisfied with our handling of your complaint you can ask the Legal Ombudsman to consider the complaint. We would hope that this does not become necessary and that we can resolve matters between ourselves. Contact details are as follows:
   
   PO Box 6806
   Wolverhampton
   WV1 9WJ
   Tel: 0300 555 0333
   Email: enquiries@legalombudsman.org.uk
   www.legalombudsman.org.uk
   
   Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint and within the following timescales:
   a) Six years from the date of the act or omission about which you are complaining occurring, or
   b) Three years from the date you should reasonably have known there were grounds for complaint.

If we have to change any of the above timescales we will let you know and explain why.