Our Complaints Procedure

Our Commitment to Clients

We, at NGA Solicitors are committed to providing high quality legal advice and client care.  If you are unhappy or concerned about any aspect of the service you have received you should inform us immediately, so that we can do our best to resolve the problem.  We have a procedure in place which details how we handle complaints which is available upon request or by visiting our website at www.ngasolicitors.co.uk.

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 that stage.  However, if you do not feel it is appropriate to do that and would like to make a formal complaint then the first step would be to put your complaint in writing to Anthony Allen by post to our Burnley office at 33a Parker Lane, Burnley, Lancashire, BB11 2BU or email to a.allen@ngasolicitors.co.uk.  Making a complaint will not affect how we handle your case.

Referral to the Solicitors Regulation Authority/Legal Ombudsman

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, disability or other characteristic.

You can raise your concerns with the Solicitors Regulation Authority by following this link https://www.sra.org.uk/consumers/problems/report-solicitor

If we are unable to resolve your complaint to your satisfaction, then you can ask the Legal Ombudsman to consider the complaint.  The Legal Ombudsman will look at your complaint independently and again, 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 the Legal Ombudsman will consider your complaint if it is made:

• Within 6 months of receiving a final written response from us about your complaint

And

• No more than one year from the date of act/omission about which you are concerned; or

• No more than one year 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.

Contact details:

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9am to 5pm

Email: enquiries@legalombudsman.org.uk

Write to: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH.