Complaints Handling Procedure

 We are committed to provide a high quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards and services we provide.

If you have a complaint, write to us with the details at the following address:

Express Solicitors Limited
South Court
1 Sharston Road
Manchester
M22 4SN

Or you may email complaints@expresssolicitors.co.uk

We can provide assistance for the complaint to be taken over the phone if required.

There is no charge to you for us investigating/responding to your complaint.

What will happen next?

1. We will send you a letter acknowledging your complaint and asking you to confirm if there are any further complaints to add. You can expect to receive our letter within 10 working days of the complaint being passed to the Complaints Partner.
2. We will record your complaint in our Central Register and open a separate file for your complaint. We will do this within 10 working days of the complaint being passed to the Complaints Partner.
3. We will then start to investigate your complaint and Catherine Lansley, our designated Complaints Partner, will then examine your complaint and review any necessary files and respond to your complaint within 28 working days.
4. At this stage, if you are still not satisfied you can write to us again and you may request a review of our decision and then another Partner of the firm will review Catherine Lansley’s decision within 28 working days, or you may proceed directly to the Legal Ombudsman (LEO).
5. If we have to change any of the timescales above, we will let you know and explain why.
6. We will also give you the name and address of the Legal Ombudsman (LEO). If you are still not satisfied, you can contact them about your complaint. If your complaint has not been resolved to your satisfaction within 8 weeks of it being made, you may have a right to complain to the LEO. Ordinarily, you must refer your complaint to the LEO no later than 1 year from the act/omission or 1 year from when you should reasonably have known there was cause for complaint. You must refer to the LEO within 6 months of the date of our final response to your complaint. Please be aware that the Legal Ombudsman will not accept complaints where the act or date of awareness was before 6 October 2010. The LEO may consider it appropriate to refer the matter to the Solicitors Regulation Authority (SRA).

The address for the Legal Ombudsman (LEO) is:

Legal Ombudsman
PO Box 6167
Slough
SL1 0EH
Helpline: 0300 555 0333

E-mail: enquiries@legalombudsman.org.uk

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.

You can raise your concerns with the SRA: https://www.sra.org.uk