We endeavour to provide you with the best possible service. 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 it may be helpful to 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 you can read our full complaints procedure below. Making a complaint will not affect how we handle your case.

Our Complaints Procedure

If you feel that we are not providing the level of service we should, please immediately tell the member of staff conducting your matter or the supervising Partner so that they have the opportunity to improve their handling of it for you.

If you are not confident that the person handling your matter can or will adequately address your concerns or has failed to do so and you would like the service you have received more formally investigated, you may raise the issues with our Compliance and Risk Officer at Girlings Personal Injury Claims Solicitors by writing to 16 Rose Lane Canterbury CT1 2UR, by emailing garethharvey@girlings.com or by calling 01227 768374. Our Compliance and Risk Officer will record your complaint in a central register and will be responsible for seeing that it is dealt with promptly. He or she will regularly check on progress if its detailed investigation is delegated to others.

Our Compliance and Risk Officer will acknowledge your initial letter of complaint within five working days of its receipt and will inform you of the name and contact details of the person from whom you should expect to receive a detailed response.

That person will contact you within a further seven working days, either with a response to your complaint or with a time estimate within which a considered response will be provided.

If you are not then satisfied with the response received, it will be open to you to request that the reply to your complaint be considered by a senior partner within Girlings Personal Injury Claims Solicitors. The further consideration of your complaint will state our final position in relation to your complaint. We will provide our final response within 8 weeks of your initial complaint.

If you are still not satisfied with our response, or we have not been able to resolve it with you within 8 weeks of your initial complaint, you will have the option of referring your concerns to the Legal Ombudsman. You may contact the Legal Ombudsman:

What to do if we cannot resolve your complaint

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:

  • Within six months of receiving a final response to your complaint


  • No more than six years from the date of act/omission;


  • 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 contact them.

Contact details

Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9.00 to 17.00.
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

The Solicitors Regulation Authority can help 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.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.

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