We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service provided to you then you should inform us immediately so that we can do our best to resolve the problem for you. In the first instance contact Paul Mercer to discuss any concerns and he will do his best to resolve any issues. If you would like to make a formal complaint then you can access our full complaints procedure click here.

What happens if I don’t agree with your views on the complaint?

If we are unable to resolve the complaint then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates problems about poor services from SRA regulated lawyers.
Before accepting a complaint for investigation the Legal Ombudsman will check that you have tried to resolve your complaint with Paul Mercer first. If you have, then you must take your complaint to the Legal Ombudsman:

    • Within six months of receiving a final response to your complaint and
    • No more than one year from the date of act/omission; 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 +44 1212453050 between 9am to 5pm (UK time)

Email enquiries@legalombudsman.org.uk

Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ, United Kingdom.