Complaints

Tapestry will always endeavour to give its clients 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.

In the first instance, you should contact the person who is working on your matter to discuss your concerns and we will do our best to resolve any issues at that stage.

If you would like to make a formal complaint, then you should contact our director, Chris Fallon (chris.fallon@tapestrycompliance.com) who will provide a copy of our Complaints Policy to you and take steps to fully investigate and attempt to resolve your complaint. Making a complaint will not affect how we handle your matter.

The Solicitors Regulation Authority can help you if you are concerned about our behaviour. Visit their website at www.sra.org.uk/consumers/problems/report-solicitor/ for more information and to see how you can raise your concerns with the Solicitors Regulation Authority.

What to do if we cannot resolve your complaint

We have eight weeks to consider your complaint. If we have not resolved it within this time, you may be able to complain to the Legal Ombudsman. This applies if you are an individual, a business with fewer than 10 employees and turnover or assets not exceeding a certain threshold, a charity or trust with a net income of less than £1m, or if you fall within certain other categories (you can find out more from the Legal Ombudsman). The Legal Ombudsman will look at your complaint independently and it will not affect how we continue to work for you.

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 from us regarding your complaint

    • and

  • no more than one year from the date of the act or omission being complained about; or when you should reasonably have known there was cause for complaint.

The Legal Ombudsman has discretion to accept out-of-time complaints in circumstances where it deems it 'fair and reasonable' to do so.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details:

Alternative dispute resolution (ADR) bodies exist that are competent to deal with complaints about legal services should both you and we wish to use such a scheme. We have, however, chosen not to adopt an ADR process. If, therefore, you wish to complain further, you should contact the Legal Ombudsman.

What will it cost?

We will not charge you for handling your complaint.

Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding. This is explained in our Terms of Business.

The Legal Ombudsman service is free of charge.