We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have 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. Making a complaint will not affect how we handle your case.

In the event that we are not able to resolve your complaint at this stage or you want to make a formal complaint, the complaint would be passed to our Complaints Director, Mr Lewis Pearson. Any formal complaint can be sent to him in writing. He can be contacted at our office address – 1 Newgate Street, Newcastle upon Tyne NE1 5RE or by email to l.pearson@pearson-caulfield.co.uk

Mr Pearson will review the file and discuss your complaint with the person who was handling your matter. A reply to your complaint will be sent by Mr Pearson within 21 days of sending you an acknowledgement of your complaint.

At this stage if you are not satisfied you should contact us again and we will arrange for another Director or someone unconnected with the matter at the firm to review the decision. We will write to you within 14 days of receiving your request for a review.

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 Solicitors Regulation Authority.

What do to if we cannot resolve your complaint

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 the following timescales:

From 1 April 2023, the time limits for referring a complaint to the Legal Ombudsman will be no later than:

• one year from the date of the act or omission being complained about; or
• one year from the date when the complainant should have realised that there was cause for complaint

You must bring your complaint to the Legal Ombudsman within six months of the date of the final complaint response.

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

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ