Making a Complaint
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, 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, you can read our full complaints procedure in the section below. Making a complaint will not affect how we handle your case.
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, by telephone on 020 3326 2585, or by email at info@goldmanbaileysolicitors.co.uk.
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. 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.
- One year from the date of the act or omission about which you are complaining occurring
- One year from the date you should reasonably have known there were grounds for complaint
Contact the Legal Ombudsman:
- Legal Ombudsman website
- Call: 0300 555 0333 (Monday to Friday, 9.00am to 5.00pm)
- Email: enquiries@legalombudsman.org.uk
- Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
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. You can visit the SRA website to see how you can raise your concerns with the Solicitors Regulation Authority.
Our Complaints Procedure
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 us improve our standards. Whenever possible, please raise any initial concerns 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.
We will send you a letter acknowledging receipt of your complaint within 14 days of receiving it.
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.
You will be sent a detailed written reply to your complaint, including 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.
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: PO Box 6167, Slough, SL1 0EH. Tel: 0300 555 0333. Email: enquiries@legalombudsman.org.uk. Legal Ombudsman website.
Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us. If we have to change any of the above timescales we will let you know and explain why.