Complaints Procedure

Paul Berg & Taylor Solicitors are committed to providing a high quality legal service to all our clients. If you have any concerns about the quality of our service, we need you to tell us about it so that we can try to resolve any problem for you.

In the first instance, we ask that you contact the person who is working on your case to discuss your concerns and who will then try to resolve any issues with you. If you are not satisfied with the outcome, you can make a formal complaint to the Complaints Partner (who is David Taylor) or if you feel he is not the appropriate person to deal with your complaint, then to Paul Berg.

If you make a formal complaint, we will deal with the complaint in accordance with our complaints procedure. Our full complaints procedure can be found in our Terms and Conditions of Business which are sent to you at the onset of a transaction. You can also download a copy of these from our Downloads page on this site.

If we cannot resolve your complaint at the end of our complaints procedure then the Legal Ombudsman can help you. They will look at your complaint independently and it will not affect how we handle your case in the meantime.

If you need to contact the Legal Ombudsman:

1. You must do this within 6 months of receiving our final response to your complaint if this was prior to 1st April 2023. Thereafter, you must refer a complaint to the Ombudsman within 1 year of the problem you are complaining about happening, or if the problem occurred more than one year ago, you need to take your complaint to the Ombudsman within 1 year of your becoming aware of the problem. Failure to observe the time limits could mean that the Ombudsman will be unable to investigate your complaint; and
2. At PO Box 6806 Wolverhampton WV1 9WJ or by telephone on 0300 555 0333 between 9 a.m. and 5 p.m. or via e mail to enquiries@legalombudsman.org.uk or you can visit www.legalombudsman.co.uk

In addition, you can contact the Solicitors Regulatory Authority if you are unhappy about our behaviour, for instance dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

Paul Berg & Taylor 08/23