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What to do if we don’t meet your expectations
We recognise that Alternative Dispute Resolution Regulations have implemented ADR/EDR Directive 2013/11/EU to promote alternative dispute resolution as a means of redress for consumers in relation to unsatisfactory services. We have, however, chosen not to adopt an ADR process and if you have any concerns about the services you receive from us, please let us know following the guidelines below.
If you wish to formally complain about any aspect of our service, you should contact the manager responsible for the service you are unhappy with. As part of our internal complaints process, the manager is required to respond to you within strict timescales. If following a response, you remain dissatisfied, your complaint will be escalated to our Client Care Officer. If we cannot resolve the issue to your full satisfaction, you can contact the Scottish Legal Complaints Commission (SLCC) who operate wholly independently of the legal profession and government, and are impartial, accessible and independent and have the role of investigating complaints made against legal practitioners in Scotland. The SLCC have a very good website, which explains the process of complaining www.scottishlegalcomplaints.com
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Not sure where to start? Why not just give us a call today on
0131 624 6820 for Edinburgh or 01334 475001 for Fife to discuss your needs.