Complaints Policy

Complaints Handling Policy

NGA is committed to providing a high quality legal service to all clients.  If you are dissatisfied with our service, please tell us so we can resolve any issues with you and improve our services.  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.  If you would like to make a formal complaint, you can ask for a copy of our complaints policy or read the information below. You will not be charged for time spent dealing with a complaint. Making a complaint will not affect how we handle your case.

How we respond to complaints

We will initially call, email or write to you acknowledging your complaint within two working days, and explaining next steps. 

We will then take appropriate steps to investigate and understand your complaint and to suggest the options and next steps for resolving it.  This will normally mean passing your complaint to Natalie Gamble, who will investigate your complaint and speak to the team members who have worked with you as appropriate.  Natalie, or an appropriate member of the team with whom you have been dealing, may also arrange to speak to you, or may email you to clarify your complaint.  If you do not wish Natalie to review your complaint, alternative arrangements will be made.

We will then respond to your complaint substantively.  This will normally be done in the same way the complaint was raised (e.g. by email, telephone, in writing).  If we find there has been poor service, we will acknowledge what went wrong and, where appropriate, aim to agree a proportionate remedy with you.  If we find there has been no poor service, we will explain the investigation we have carried out and why we have reached that conclusion.

We will always respond substantively within 8 weeks of a complaint being raised with us, although in practice will aim to do so as soon as possible. 

What happens if you are still not satisfied

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 and no more than six years from the date of act/omission or no more than three years from when you should have reasonably known there was a cause for complaint.  If you would like more information about the Legal Ombudsmen please contact them.

You can then contact The Legal Ombudsman at www.legalombudsman.org.uk or at Legal PO Box 6806, Wolverhampton, WV1 9WJ (enquiries@legalombudsman.org.uk, telephone 0300 555 0333 between 9am to 5pm.)

What to do if you are unhappy with our behaviour

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.

You can raise your concerns with the Solicitors Regulation Authority.