Complaints Procedure

We hope that you will be pleased with the service we provide to you and we would encourage you to let us know if you feel unhappy about any aspect of what we are doing for you. If you are unhappy with the service provided or the amount of any bill, please discuss this with our Merlene Harrison, so that we can work to swiftly resolve the issue.  If you do not feel able to discuss the issue or you are not satisfied with our response,  you can raise a written complaint which will be dealt with through our internal complaints handling process.

Our internal investigation process:

• You may complain to us about our fees, charges or any other aspect of the service which we have provided. You can send your complaint to our Merlene Harrison at info@parkerharrison.co.uk.
• Within two days of receiving your complaint we will send you an acknowledgment and inform you that we will be investigating your complaint.
• We will aim to respond fully to your complaint within 28 days setting out what we have investigated and what we have found. Within that time, we may ask you to provide us with further information in order that we can fully understand and address the issues which you have raised.
• If we are unable to provide our findings within 28 days we will inform you and indicate when you can expect a full response.
• Our aim is always to deal with your complaint fairly, swiftly and objectively. We will never charge you for the time spent dealing with any complaint.

What to do if we cannot resolve your complaint

You also have the right to make a complaint to the Legal Ombudsman at any time but they will usually expect us to have completed our investigations into your complaint and to have provided you with our final views on it before they will become involved. They will also usually expect us to have reached this point within 8 weeks of first making your complaint to us. There are limitations to the availability of this service, especially for organisations, and you may wish to consult their website for further details. Their full contact details are: postal address: The Legal Ombudsman PO Box 6806 Wolverhampton WV1 9WJ telephone number: 0300 555 0333 email address: enquiries@legalombudsman.org.uk website: www.legalombudsman.org.uk

Please also note that there are time limits for making a complaint to the Legal Ombudsman. The Legal Ombudsman will not usually accept your complaint if:

• more than 6 years have elapsed from the date of the act or omission giving rise to the complaint; or
• more than 3 years have elapsed from the time when you should have known about the complaint; or
• the date of the alleged act or omission giving rise to the complaint was before 6 October 2010.

You should make any complaint to the Legal Ombudsman within the period of 6 months from when you receive a final response from us.

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.