Complaints 

Policy


Feedback and raising concerns

We are committed to providing a high standard of services to our clients. If you have any ideas as to how our service could be improved, or if you are dissatisfied with the service you are receiving, please let us know.

We ask that our clients raise any concerns a soon as possible with the person who is undertaking their work.

However, there may be occasions when that person is unable to resolve your complaint or you may feel it is sufficiently serious that you want a more senior member of the firm to investigate the matter for you. Making a complaint will not affect how we handle your case.

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 a review of your matter file and a discussion with the members of staff who acted for you.
  3. We will consider whether the matter can be dealt with informally, for example, by correspondence or telephone, or whether a meeting with you is required. If so, we will then invite you to a meeting to discuss and hopefully resolve your complaint. We will do this within 15 working days of sending you the acknowledgement letter.
  4. Within three days of any meeting, we will write to you to confirm what took place and any solutions that have been agreed with you.
  5. If you are still not satisfied, you may be able to complain to the Legal Ombudsman if your work was completed by a solicitor. They will look at your complaint independently and it will not affect how we handle your case. The Legal Ombudsman only deals with complaints from individuals, micro enterprises (not other businesses) and charities, clubs and trusts with an annual income or asset value of under £1m. Please contact the Ombudsman direct to clarify whether they will consider your complaint.
  6. Your complaint must be normally made to the Legal Ombudsman within six months of your receiving our final decision on your complaint and no more than six years from the date of the act/omission; or no more than three years from when you should reasonably have known there was cause for complaint.
  7. You may contact the Legal Ombudsman via:
  • Website: legalombudsman.org.uk
  • Call: 0300 555 0333 between 9am to 5pm.
  • Email: enquiries@legalombudsman.org.uk
  • Address: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

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

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