Our Complaints Policy

We are committed to providing high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us address any issues and improve our standards. If you have a complaint, please contact us with the details.

 

What will happen next?

1. We aim to resolve your complaint within eight weeks of your notification. 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 our Client Care Officer, who will review your matter file and speak to the member of staff who acted on your behalf.

 

3. The Client Care Officer will then invite you to a meeting to discuss and hopefully resolve your complaint. The Client Care Office will do this within 14 days of sending you the acknowledgement letter.

 

4. Within three days of the meeting, the Client Care Officer will write to you to confirm what took place and any solutions he has agreed with you.

 

5. If you do not want a meeting or it is not possible, the Client Care Officer will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, 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 the Principal or someone unconnected with the matter at the firm 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 are still not satisfied, you can then contact the Legal Ombudsman (LeO) at PO Box 6806, Wolverhampton WV1 9WJ about your complaint. You can also e-mail the Legal Ombudsman (LeO) at enquiries@legalombudsman.org.uk or telephone them on 0300 555 0333 or +44 121 245 3050 if calling from overseas. For further information, please access the Legal Ombudsman (LeO)’s website: www.legalombudsman.org.uk.

 

9. Please note that the time limit for complaint to the LeO is within six years from the act/omission or three years from realising the cause of complaint. Any complaint to the Legal Ombudsman (LeO) must usually be made within six months of the date of our final decision on your complaint.

 

If we have to change any of the timescales above, we will let you know and explain why.

 

The Solicitors Regulation Authority can also help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, disability or other characteristic.

 

You may click this link: https://www.sra.org.uk/ to see how you can raise your concerns with the Solicitor Regulation Authority.

 

What will it cost?

We will not charge you for handling your complaint.
Please note however 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 and Conditions.

The Legal Ombudsman service is free of charge.