Complaints Procedure

Here at Horizon Solicitors 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 then you should inform us immediately, so that we can do our best to resolve the problem as swiftly as possible.

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 as set out in our Office Manual (available on request). Rest assured, making a complaint will not affect how we handle your case. Here at Horizon Solicitors customer service is out top priority and we strive to continuously improve the service that we provide.

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.

Contact details:-

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9am to 5pm.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

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 about Horizon Solicitors with Solicitors Regulation Authority.

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(Only by appointment)
Eastlands Court
St Peters Road
Rugby
Warwickshire
CV21 3QP

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Authorised and regulated by the Solicitors Regulation Authority 653837.
Principal: N Thomas

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