We strive to give the best possible service to all our clients. However if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately so that we can do our best to resolve the problem.

In the first instance please contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, then in accordance with the Solicitors Regulation Authority (“SRA”) requirements we operate a complaints handling process, a copy of which is available on request to our clients.  Making a complaint will not affect how we handle your case.  You can raise your concerns with the SRA: https://www.sra.org.uk.

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 as follows:

  • 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 see: www.legalombudsman.org.uk.

If you are a client with whom we have made a contract by electronic means you may be entitled to use an EU online dispute resolution service to assist with any contractual dispute you may have with us.  Should you wish to do so that service can be found at http://ec.europa.eu/odr. Our email address for this purpose is contact@newtonkearns.co.uk


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This website provides information about Newton Kearns and the services we provide. The information presented on this website is not intended as legal advice or direction, and must not be used as an alternative to a consultation with Newton Kearns. The information is intended to be informative, and so we are not responsible or liable for any error, omission, consequence, loss or damage arising from its subsequent use.


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