At Sexual Abuse Compensation Advice, we are committed to providing a high-quality legal service to all our clients. We understand that the legal process can be stressful, particularly given the sensitive nature of the cases we handle.
If at any point you become unhappy or concerned about the service we have provided, please inform us immediately so that we can do our best to resolve the problem.
Our Process
In the first instance, it may be helpful to contact the person who is working on your case to discuss your concerns. We will do our best to resolve any issues at this stage.
If you would like to make a formal complaint, please follow the steps below. Making a complaint will not affect how we handle your case.
Step 1: Submitting a Formal Complaint
Please contact us with the details of your complaint. We prefer that you do this in writing (by letter or email) so that we have a clear record of your concerns, but you can also call us.
- Write to: Samantha Skubic, Sexual Abuse Compensation Advice, Europa House, 1 Conway Street, Birkenhead, Wirral, CH41 6RY
- Email: info@sexualabusecompensationadvice.org.uk
- Call: 0333 091 8597
Step 2: Acknowledgement & Investigation
Once we receive your complaint, we will:
- Acknowledge your complaint within five working days.
- Investigate your concerns. This will involve a review of your file and a discussion with the person who acted for you.
- Provide a detailed response. We aim to provide a full written response within 28 days of our acknowledgement. If the matter is complex and requires more time, we will let you know and provide an updated timeframe.
Step 3: Final Review
If you are still not satisfied with our initial response, you can request a review by a senior member of the firm or a Director. We will then write to you within 14 days of your request for a review, confirming our final position on your complaint and explaining our reasons.
The Legal Ombudsman
If we are unable to resolve your complaint within eight weeks, or if you remain dissatisfied with our final response, you have the right to complain to the Legal Ombudsman. This is an independent body that deals with complaints about legal services.
The Legal Ombudsman 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.
Contact Details for the Legal Ombudsman:
- Visit: www.legalombudsman.org.uk
- Call: 0300 555 0333 (between 9:00 am to 5:00 pm)
- Email: enquiries@legalombudsman.org.uk
- Postal Address: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
Time Limits: You must usually refer your complaint to the Legal Ombudsman within six months of receiving our final written response to your complaint and no more than one year from the date of the act/omission being complained about (or when you should have reasonably known there was cause for complaint).
Solicitors Regulation Authority (SRA)
If your concern relates to a breach of the SRA Code of Conduct—such as dishonesty, losing your money, or unfair treatment because of your age, a disability, or another characteristic—you can report the matter directly to our regulator.
- Website: www.sra.org.uk/consumers/problems/report-solicitor/
- Address: Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN
