Legal Services Newcastle

Complaints Procedure

22 Law is committed to providing all our clients with the highest possible service. However, should you not be satisfied with the quality of service you receive, we want you to tell us. 

Upon receiving any complaint, we will seek to resolve the same in a timely and satisfactory manner with a view to maintaining and improving our high standards. 

We have a written complaints procedure in place, which may be requested in writing at any time. Alternatively, you may contact our Senior Partner, Andrew Daverson, via one of the following methods:

  • In writing via 22 Law , 22 Front Street, Whickham, Newcastle upon Tyne, NE16 4DT;
  • By email via adaverson@22law.co.uk; or 
  • By telephone on 0191 488 4950.

If we are unable to resolve your complaint under our Complaints Procedure, you may be entitled to refer the matter to the Legal Ombudsman. 

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

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, 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 six years from the date of act/omission; or
  • No more than three years 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: 0300 555 0333 between 9.00 to 17.00.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6167, Slough, SL1 0EH

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.

The European Commission has established a platform (the ODR platform) under the EU Regulation on online dispute resolution for consumer disputes.  The ODR platform can be accessed at: http://ec.europa.eu/consumers/odr