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 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. 
These initial steps are taken to ensure we have a clear record of your concerns. It also helps us make sure all of your points are properly dealt with. 
We always ask you to provide us with the opportunity to resolve the situation directly. If, for whatever reason, you feel your concerns are not being heard you do have a right to take the matter further. You have a period of 6 years from the act to lodge a complaint 
Please contact the Legal Ombudsman or the Solicitors Regulatory Authority whose details are as follows: 
Legal Ombudsman 
PO Box 6806 
WV1 9WJ 
0300 555 0333 
Solicitors Regulatory Authority 
The Cube 
199 Wharfside Street 
B1 1RN 
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