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Our complaints policy

We are committed to providing a high-quality legal service to all our clients. When something goes wrong we need you to tell us about it. This will help us resolve the problem and to improve our standards.

Our complaints procedure

Firstly if you are unhappy with any aspect of our service you have received, please contact the person carrying out your work and hopefully they can resolve it.

If that does not resolve the problem to your satisfaction then please contact either their supervisor which is either Paul Finn or Simon Finn with details of your complaint.

What will happen next?

1) Within 15 working days of receipt, we shall acknowledge your complaint and, if necessary, ask you to clarify or explain the details set out. We shall inform you who will deal with the complaint and enter it in our central register.

2) The Complaint Handler will examine your complaint and the information in your file. If necessary, he may also speak to the member of staff who acted for you.

3) The Complaint Handler will either send a detailed reply to your complaint within 15 working days of acknowledging receipt of the complaint, if appropriate, proposals to resolve your complaint or invite you to meet him to discuss and, we hope, resolve your complaint.

4) If a meeting takes place then the Complaint Handler will write to you to confirm what took place and any solutions he has agreed with you within 8 working days of the date of the meeting. If you remain unsatisfied following our final position on your complaint, you can ask the Legal Ombudsman to consider the complaint further.

If you remain unsatisfied following our final position on your complaint, you can ask the Legal Ombudsman to consider the complaint further.

Legal Ombudsman

The Legal Ombudsman can be contacted by telephone (0300 555 0333), by post (PO Box 6806, Wolverhampton, WV1 9WJ) or email ([email protected]).

By its rules there are time limits as to when the Legal Ombudsman will accept complaints. These are 6 years from the date of the act or omission complained of, or 3 years from when you should have known about the cause of complaint. Normally, you will need to bring a complaint to the Legal Ombudsman within 6 months of receiving a final written response from us about your complaint. We have 8 weeks to consider your complaint, but aim to provide a response to the Legal Ombudsman within 28 days.

If you are still not satisfied, you can contact them about your complaint.

If we have to change any of the timescales above, we will let you know and explain why.

If your complaint relates to matters such as dishonesty, misconduct or a similar breach of the Solicitors Regulation Authority principles we have provided but instead, you may be able to report your concerns direct to the Solicitors Regulation Authority from this link click here

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Solicitors in Bude: The Strand, Bude, Cornwall, EX23 8SY  SRA No: 464394
Solicitors in Holsworthy: 20 The Square, Holsworthy, Devon, EX22 6AN  SRA No: 590812
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Paul Finn Solicitors is a trading name of Paul Finn Solicitors Ltd. Company No: 6230052. Registered in England and Wales.
Registered Office: The Strand, Bude, Cornwall, EX23 8SY. VAT Reg No:  GB 825 1887 11
Solicitors of England and Wales - Authorised and Regulated by the Solicitors Regulation Authority
Successor to the former firm of Finn & Busby and Sampson Solicitors