We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided to you then you should inform us immediately so that we can do our best to resolve the problem for you. In the first instance it may be helpful to contact the individual who is working on your case to discuss any 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 access our full complaints procedure outlined below:

How Curtis Law Solicitors resolve complaints?

We have up to eight weeks to resolve your complaint.  Here is the process to follow:

Our stage 1 complaints process

  1. Please let the person handling your case know the nature of your concern(s) either in writing or verbally. They will aim to address your concerns and provide a satisfactory resolution.
  2. If they are unable to resolve your concern(s) informally, you may then raise a formal complaint with Melanie Potts who is a Director and our Complaints Manager.  She can be contacted by phone on 01254 914295 or in writing – please email complaints@curtislaw.co.uk or write to her at Belthorn House, Walker Office Park, Walker Road, Blackburn BB1 2QE.
  3. We will acknowledge your concern(s) normally within 5 working days and will then provide our written response within 20 working days, of your complaint. 

Our stage 2 complaints process 

  1. If you are dissatisfied with our stage 1 response, it would be helpful if you would let us know your reasons why (preferably in writing) and your concern(s) will then be referred to another Director or Senior Solicitor for review.  We will send you an acknowledgment within 5 working days and commence our investigations. A call or meeting might be arranged, to better understand the issues involved. We will then write to you with our final decision (including any remedy if deemed appropriate) within 20 working days of your request for a stage 2 review of your concern(s).
  2. If you remain dissatisfied with our final complaint response, we will signpost you to the Legal Ombudsman whose details can be found below and within our final decision letter. 

Contact details:

Visit www.legalombudsman.org.uk

Call 0300 555 0333 between 10am to 4pm.

Relay UK: 18001 0300 555 0333

Email enquiries@legalombudsman.org.uk

Legal Ombudsman PO BOX 6167, Slough, SL1 0EH

You must take your complaint to the Legal Ombudsman:

  • No more than one year from the date of the act or omission being complained about; or
  • No more than one year from the date when you should have realised that there was cause for complaint;

      and

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