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 standards.

If you have a complaint, please initially speak to the fee earner who has conduct of your file.  We hope they can then put it right for you.  However, if this does not satisfy your complaint then please ask for your complaint to be forwarded on to the client care partner.  They will then have eight weeks to consider your complaint.  If we have not resolved it within this time frame you may then 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 our client care partner, who will review your matter, file and thereafter speak to the member of staff who acted for you.
3. They will then invite you to a meeting to discuss and hopefully resolve your complaint.  S/he will do this within 14 days of sending you the acknowledgement letter.
4. Within three days of the meeting, the client care partner will write to you to confirm what took place and any solutions s/he has agreed with you.
5. If you do not want a meeting or it is not possible, the client care partner will send you a detailed written reply to your complaint, including his/her 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 are able to contact us again and we will arrange for 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 and their address is as follows:

• Legal Ombudsman
  PO Box 6806
  Wolverhampton
  WV1 9WJ

Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining about occurring (or if outside of this period, within three years of when you should reasonably have been aware of it).  For further information, you should contact the Legal Ombudsman on 0300 555 0333 or enquiries at enquiries@legalombudsman.org.uk