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, our complaints procedure is detailed below. Making a complaint will not affect how we handle your case.
Our Complaints Procedure
If you have a concern or a complaint, please contact us as soon as you are aware of the problem so this can be addressed. Our contact details are as follows;
FAO Charlotte Stallard
Stallard Solicitors Limited
54 St James Street, Liverpool, L1 0AB
Telephone: 0151 662 0636
Complaints Process
- We will send you a letter acknowledging receipt of your complaint within two days of your raising your concerns. This will include a breakdown of the key points of your complaint. We may contact you to ensure we understand your complaint fully. and confirming who will be responsible for dealing with your complaint.
- We will then investigate your complaint. This will normally involve
reviewing your case file and speaking to the member of staff who acted for you. - We will then send you a detailed written reply to your written complaint, including suggestions for resolving the matter, within 28 days of our acknowledgement letter.
- At this stage, if you are still not satisfied, you should contact us again to explain why you remain unhappy with our response and we will review your comments.
- We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
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 our final response to your complaint
and
- No more than one year from the date of the act or omission being complained about; or
- No more than one year from the date when you should reasonably have known that there was cause for complaint.
For more information contact the Legal Ombudsman.
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.
Contact Us
Feel free to contact us with any proplems you might have faced so we can resolve the issue
0151 662 0636
Phone lines are open 24/7
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