Halesworth
info@crossram.co.uk
01986 873636
Framlingham
info@crossramfram.co.uk
01728 724111

Issues & Procedures

It is our aim to give you the best possible service.  However, if at any point you become unhappy or concerned about the service we have provided then please 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.  However, if you wish to make a formal complaint, then you can request our full complaints procedure.

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.

Note that before accepting a complaint for investigation, the Legal Ombudsman will first check that you have tried to resolve your complaint with us.

If you have, then your complaint must be taken to the Legal Ombudsman within the following timelines:

  • 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 as per below.

Contact details

Visit:   www.legalombudsman.org.uk

Call:    0300 555 0333 between 9.00 a.m. to 5.00 p.m.

Email:enquiries@legalombudsman.org.uk

Legal Ombudsman, P.O. Box 6806, Wolverhampton, WV1 9WJ

The Solicitors Regulation Authority can help you if you are concerned about our behaviour (as opposed to a complaint about our service).  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 with the Solicitors Regulation Authority http://www.sra.org.uk/consumers/problems/report-solicitor.page