If you are not happy with the service you receive from Britton and Co, please rest assured that there is a set procedure we will follow in order to make sure your complaint is handled objectively, promptly and most importantly, fairly.
All complaints, no matter how small, will be taken seriously by the firm and you will not be charged for this procedure.
If at any point during the transaction you become unhappy or concerned about the service Britton and Co are providing then you should arrange to contact us immediately. We will always do our best to resolve any issues you may have.
In the first instance, we recommend you contact the person who is working directly on your case to discuss your concerns. If you would like to make a formal complaint, then you can read our full complaints procedure below. Making a complaint will not affect how we handle your case.
Complaints procedure
If possible, please note your complaint in writing and mark it for the attention of Cathryn Britton.
Once this has arrived with us, it will be recorded in our designated complaints register along with the date in which it was received.
Although we always aim to respond as soon as possible, please allow us 7 working days to acknowledge your complaint. This acknowledgement will be in the form of a letter and the seven days will start as soon as the complaint is received.
Our letter will explain how we plan to investigate your enquiry. It will also outline the timescale in which we hope to fully reply to you. Please note this timescale will depend very much on the complexity and nature of your complaint.
After examining your enquiry in full, we will write to you again. This letter will explain how the firm intends to deal with the situation. We will highlight any issues which we have discovered within our procedures and will explain to you how we intend to move forward. Details will be provided as to what action will be taken to prevent the same issue from occurring again.
If you are not satisfied with our suggested solution please come back to us and let us know why. This is to allow us the opportunity to review the situation once again- with your feedback in mind. We will write to you within 7 days of receipt of your comments advising you of any changes to our proposed solution.
What to do if we cannot resolve your complaint
If we are unable to resolve your complaint ourselves you can take the matter to The Legal Ombudsman. They will investigate your complaint independently and it will not affect how we handle your case within the firm.
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 addressed your complaint with Britton and Co in the first instance, you must refer the matter to the Legal Ombudsman within the following timescales:
Within six months of receiving our final response to your complaint
and
No more than one year from the date of the act or omission being complained about; or
No more than one year from the date when you should reasonably have known that there was cause for complaint.
For more information about the Legal Ombudsman contact:
Call: 0300 555 0333 between 9.00 to 17.00.
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
What to do if you are unhappy with our behaviour
The Solicitors Regulation Authority can help if you are specifically concerned about our behaviour.
For example, it would be appropriate to contact them regarding matters such as dishonesty, discrimination (i.e. treating you unfairly because of your age, a disability or other characteristic or if we have unnecessarily taken or misplaced your money.
Visit their website to see how you can raise your concerns - https://www.sra.org.uk/
Taking matters further
If you require further assistance please contact the Professional Ethics helpline. Available at https://www.sra.org.uk/home/contact-us/.