Our complaints procedure

• Please speak to the solicitor with conduct of your case in the first instance.

• If the complaint is not resolved, then please contact our Senior Partner, Mark Shelley, in writing at Shelley & Co Solicitors, 46 Eden Street, Cambridge, CB1 1EL or via email to shelley@shelleyandco.org.uk

• If your complaint is about Mr Shelley, then you should contact Jacqueline Appleton (same contact details as above).

• Mr Shelley will acknowledge your complaint within 7 working days and provide you with a copy of this policy.

• He will investigate your complaint and aim to resolve it with you.

• He will write to you with the outcome of the complaint and explain his reasons.

• If you are unhappy with his reasons, then Mr Shelley will review the decision.

• He will confirm his final position on your complaint within 14 days.

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

What to do if you are unhappy with our behaviour

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.