Complaints Procedure

Farnworth Rose is committed to high-quality legal advice and client care and we aim to provide you with the best possible service.

However, if at any point you become unhappy or concerned about the service we provided then you should inform us immediately so that we can do our best to resolve the problem.

If you would like to make a complaint, you can contact us on 01282 695 400 or in writing at Farnworth Rose Finance House, 17 Kenyon Road, Nelson, Lancashire, BB9 5SP.  We will try to resolve any problem quickly and operate an internal complaints handling system to help us to resolve the problem between ourselves. Making a complaint will not affect how we handle your case.

Our complaints handling procedure

  1. We will send you a letter acknowledging receipt of your complaint within five days of your raising your concerns, enclosing a copy of this procedure.
  2. We will then investigate your complaint. This will normally involve passing your complaint to our Complaints Director who will review your matter file and speak to the member of staff who acted for you.
  3. The Complaints Director will write to you with the outcomes of the investigations. S/he will do this within 14 days of sending you the acknowledgement letter.
  4. 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. Depending on the matter we may at this stage arrange for a partner to review the decision.
  5. 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.

The Solicitors Regulation Authority can help you 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.

If you have any concerns, you can raise them with the Solicitors Regulation Authority here.

What to do if we cannot resolve your complaint

If for any reason we are unable to resolve the problem between us, the Legal Ombudsman can help you. 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.

You can find the details for the Legal Ombudsman below:

Contact details

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9am to 5pm.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ