At Overdales Legal Limited we strive to deal with all individuals appropriately and professionally. Whilst we hope that no one who has dealings with our firm will have the cause to complain, we recognise that sometimes things may go wrong and you may be dissatisfied with the way in which you have been dealt with as a result of our doing something or failing to do something.
We do not consider matters such as disputes about liability or limitation or the litigation process to be complaints as we would expect these issues to be addressed during the ordinary course of dealing with our client’s instructions.
If you are a client, please refer to the information provided on our Our Services page.
We do not require complaints to be made formally and in writing. In the appropriate circumstances we will aim to deal with any concern informally there and then, such as responding to a query or returning a call.
A complaint can be made by:
We will send you an acknowledgement within five days of receiving your complaint.
We will then investigate your complaint and a written response will be provided to you within four weeks of receiving your complaint. If further time is needed, we will write to you to let you know. In all cases, we will endeavor to respond within a short a timescale as the circumstances allow.
As set out above, in most cases, we aim to respond to complaints either informally or in writing within a relatively short timescale. We aim to resolve your complaint as quickly as possible and in any event within eight weeks from the date of receipt. If for any reason we are unable to do this, we will send you updates and let you know when you should expect a response.
If you remain dissatisfied with our responses, you can refer to the Solicitors Regulation Authority (SRA) only in circumstances where your complaint relates to our conduct. 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 www.sra.org.uk/consumers/ to see how you can raise your concerns with the SRA.
Overdales Legal Limited is authorised and regulated by the Financial Conduct Authority (the FCA) in respect of consumer credit regulated accounts. Certain complaints are covered by the Financial Ombudsman Service and are subject to the Ombudsman's rules. The Ombudsman likes firms to attempt to resolve disputes before they get involved and we would therefore ask you to contact us in the first instance so that we can deal with your concerns. Information about the Financial Ombudsman Service and their approach to dealing with consumer complaints can be found at
www.financial-ombudsman.org.uk/consumer/complaints.