Like everyone else we do occasionally make mistakes.
Hopefully when we do we can sort these out directly with you. However if this isn't possible then we do have a complaints handling procedure that we try to follow in every case.
From the 6th October 2010 this procedure changed. The main change is that if we are unable to sort out your problem directly with you, you can now go to the Legal Ombudsman (previously it used to be the Legal Complaints Service. There are now also time limits on how long you have before you can complain to the Legal Ombudsman. We've set all this out in our written complaints handling procedure.
The Legal Ombudsman website is at http://www.legalombudsman.org.uk/*You will need Adobe Acrobat Reader to open and print any PDF documents. Click on the Acrobat Reader icon to download this free program.