Gladstone Solicitors is committed to high quality legal advice and client care. If you feel that we have not achieved an acceptable standard of care we would like to have the opportunity to put things right.

If you are unhappy about any aspect of the service you have received, or about your bill, please contact the lawyer dealing with your matter. Your lawyer will have first hand knowledge of your case together with your file of papers and instructions and often be best placed to resolve your concerns and agree on a remedy.

Contact can be by phone, email, letter or in person.  Your lawyer's contact details will have been provided to you in the client care letter sent following your initial instructions.

If you are unhappy with your lawyer’s explanation or resolution, then please contact the Director looking after client care issues.  Again, you will have been provided with these details in your client care letter.  For ease of reference our client care partner is Jeanette Ellis who can be contacted in the following ways: -

Mail: 22 Market Place, Arnold, Nottingham, NG5 6ND

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Telephone: 0115 9555050

Complaints Procedure

We will acknowledge your complaint in writing within 5 working days of receipt. We have eight weeks to consider your complaint although in many cases we may be able to resolve your complaint sooner. We will review your file and speak to your lawyer and any other members of our team that you have had dealings with. We will contact you within 8 weeks to advise you of our investigation outcomes and any proposed remedies.

Legal Ombudsman

If for any reason we are unable to resolve the problem between us then you may ask the Legal Ombudsman to consider your complaint. The Legal Ombudsman is an independent legal complaints body.

The Legal Ombudsman may be contacted in the following ways:-

Mail:  PO Box 6167 Slough SL1 0EH

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Telephone: 0300 555 0333

Website www.legalombudsman.org.uk

Please be aware that any complaint to the Legal Ombudsman must usually be made within six months of you having received a final response from us about your complaint. Complaints to the Legal Ombudsman must usually be made within one year of the act or omission about which you are complaining occurring; or within one year from when you should have known about or become aware that there were grounds for complaint.

Solicitors Regulation Authority

You can contact the Solicitors Regulation Authority if you are concerned that we have not adhered to the SRA rules and regulations. This could be for things such as dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

Visit the SRA website for details and examples of the issues that they will consider. You can also contact the SRA in one of the following ways:-

Telephone: 0370 606 2555

Mail: Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN

Website: www.sra.org.uk