Complaints policy
Policy
Peppercorn Law is committed to provide a fast, friendly and efficient service to all our clients. If something is not proceeding as it should, please do get in touch and we will aim to put things right.
Procedure
If you have a problem, the first thing to do is to discuss it with the fee earner dealing with your matter who will do their best to resolve the problem.
In the event there is no simple solution we may ask you to come to meet us or speak to us on the telephone to discuss the matter and hopefully resolve your complaint. If, having received our letter with a proposed solution, you are still dissatisfied, we set out the options below that you may wish to explore.
Solicitors Regulation Authority
The Solicitors Regulation Authority can help you 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.
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You can raise your concerns with the Solicitors Regulation Authority by visiting their website at www.sra.org.uk, by writing to them at: Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN or by telephone on 0370 606 2555 (inside the UK) or from overseas on +44 (0)121 329 6800.
Legal Ombudsman
If we fail to respond to your complaint within 8 weeks or if at the conclusion of our complaints process we are unable to resolve matters to your satisfaction you may have a right to make a complaint to the Legal Ombudsman. If you wish to do so, you must contact the Legal Ombudsman within 6 months of your last contact with us. Additionally, you must raise your complaint with the Legal Ombudsman no more than 1 year of the relevant act, or omission, or no more than 1 year from the date when you realised there was a cause for complaint. Please note that the Legal Ombudsman may not deal with a complaint about a bill if you have applied to court for assessment of that bill.
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You can contact the Legal Ombudsman to make a complaint or to check whether you are eligible to use the service by calling 0300 555 0333 (or +44 121 245 3050 if you are calling from overseas), emailing enquiries@legalombudsman.org.uk or writing to Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ. Further information can be found at www.legalombudsman.org.uk.