Complaints Policy

Our complaints policy

We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our services.

If you have a complaint, please contact us with the details. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman.

What will happen next?

1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will normally involve passing your complaint to a director (“the complaint handler”), who will review your matter file and speak to the member of staff who acted for you.
3. The complaint handler will then invite you to a meeting to discuss and hopefully resolve your complaint. If you prefer to discuss the complaint over the telephone instead, this can be arranged. This will be done within 14 days of sending you the acknowledgement letter.
4. Within three days of the meeting, the complaint handler will write to you to confirm what took place and any solutions agreed with you.
5. If you do not want a meeting or to discuss your complaint over the telephone, a detailed response will be sent to you which include the complaint handler’s suggestions for resolving the matter. This will be done within 21 days of sending you the acknowledgement letter.
6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for someone unconnected with the matter to review the decision.
7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
8. If you remain unhappy with our response then you can refer your complaint to the Legal Ombudsman, an independent complaints body established under the Legal Services Act, who can investigate complaints about the legal service you have received from us. The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you. The Legal Ombudsman’s contact details are: – Telephone: 0300 555 0333 Minicom: 0300 555 1777 Website: www.legalombudsman.org.uk Post: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ