Read our Complaints Handling Policy here.
If at any time, you are not happy with the service you are receiving from us, please inform the handler who has day to day handling of your matter and they will endeavour to resolve any issues which arise. If they are unable to resolve the problem to your satisfaction, then Three Graces Legal have a formal Complaints Procedure which will be forwarded to you on request or, if for any reason, the handler’s conduct is the cause for your complaint, then please contact Aaron Pearson, the Compliance Officer for Legal Practice (COLP). If there is an issue to raise about the COLP then please contact Daniel Johnson, Partner. If your complaint is not dealt with to your satisfaction, then you can apply to the Legal Ombudsman at PO Box 6806 Wolverhampton WV1 9WJ to consider your complaint. Your complaint must normally be made to the Legal Ombudsman within one year of becoming aware of the problem, or within six months of the end of our internal complaints’ procedure, if you are still not satisfied with the outcome.
Our regulator, the Solicitors Regulation Authority (SRA) deal with cases where firms or those it regulates have breached the SRA Principles. If you have already complained to the Legal Ombudsman, and the Legal Ombudsman thinks your case involves a breach of the Principles, they will refer your case to the SRA. Likewise, if you report us to the SRA for poor service, the SRA will refer you to the Legal Ombudsman.
However, you should report the matter directly to the SRA if you think we have breached an SRA Principle.
You can also report us to the SRA for non-payment of professional fees if you have a County Court judgment in respect of the fee and the judgment relates to the practice in connection with providing a legal service.
