Complaints

Inevitably no matter how hard we try to provide the highest level of service something will go wrong. If at any point you become unhappy with the service which we have provided to you then please inform us immediately so that we can do our best to resolve the problem for you.

If you or your client wishes to pursue a formal complaint, we have a Complaints Panel who will seek to investigate and resolve any issues promptly.

Alternatively contact us at complaints@stmarysfamily.co.uk

If we are unable to resolve your complaint, then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about service issues with lawyers.

If you would like more information about this service, including the time limits for taking a case to them, please contact the Legal Ombudsman directly. You can find out more about their service by visiting the Legal Ombudsman website or contacting them on 0300 555 0333.

You can also search the decision data on Legal Ombudsman website via this link: https://www.legalombudsman.org.uk/information-centre/data-centre/ombudsman-decision-data/ 

Please note that our standard 30 days terms of payment still apply even if a complaint is raised and this is dealt with at paragraph 12.4 of our standard contractual terms. If the complaint is found to be justified, then one possible outcome would be refund of some or all the fee and we have processes in place to promptly facilitate such action.

Complaints Procedure