COMPLAINTS PROCEDURE

At Thomas Horton LLP we pride ourselves in providing the best possible service.

However, if at any point you become unhappy or concerned about the service being 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 at this stage.

In the event that your concerns are not addressed appropriately or you remain dissatisfied, then you can contact the Supervisor for the individual in question the details of which are contained on our website and also within the Terms and Conditions which will have been sent to you at the outset of the matter.

In the event that your concerns or complaint remain unresolved and you would like to make a formal complaint, then you can read our fullĀ complaints procedure here. Making a complaint will not affect how we handle your case.

The Legal Ombudsman

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 twelve 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 a complain.

If you would like more information about the Legal Ombudsman then please contact them:-

For contact details visit www.legalombudsman.org.uk
Call: 0300 555 0333 between 9.00.am-5.00.pm
Email: enquiries@legalombudsman.org.uk
Post: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for matters such as dishonesty, taking or losing money or treating you unfairly because of your age, disability or other characteristics.

Complaints Team

Richard Hull LLB (Hons)

Managing Partner/Complaints Partner

DD: 01527 839429

E: rah@thomashorton.co.uk

Veronica Newton

P.A to Managing Partner and LLP

DD: 01527 839429

E: vn@thomashorton.co.uk