1.

Contact your solicitor immediately - Don't wait weeks/months before following the problem up. Let your solicitor know you are unhappy. If s/he does not take or return your telephone calls, write to them, ensuring you keep a copy of the letter (photocopies are available at reasonable costs from Post Offices and some local shops). If you do not get a satisfactory response within, say, 7-10 working days, then go to step 2.

2.

Law Society Practice Rule 15 - All solicitors' practices work to something known widely as 'Rule 15', which is centred around client care. Part of Rule 15 deals with the way practices handle complaints and there will be a complaints procedure that you can ask for. There is also be someone with responsibility for client care issues in each practice. Phone and ask for that person's name, then write to them direct; again, keep a copy of your letter. They will then take you through the Complaints Procedure to reach a conclusion.s

If you are still unable to obtain a satisfactory response to your requests

or

if you are dealing with a solicitor who works on his own, and you have told them you are unhappy but this has not been acted upon

then you can go to step 3.

3.

Contact Birmingham Law Society - to ask for their assistance in trying to encourage your solicitor to respond to your anxieties.
A form will be sent to you for you to complete and return, along with any papers you wish us to see. Please keep a copy of your form.
Birmingham Law Society will keep you informed of the progress of your complaint. This may take time, so please be patient and do not keep telephoning to see what is happening.

Please let us know if the matter is resolved, or if your circumstances change.

If we are unable to help, maybe because it is a serious matter or because you have already complained elsewhere (Legal Services Ombudsman), we will have to refer the matter to the Consumer Complaints Service.