Complaints Policy

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. We take complaints very seriously and will aim to deal with these as soon as possible.

Raising your Complaint

• If you have a complaint, please initially speak to the fee earner who has conduct of your file. The fee earner will acknowledge your complaint within 3 working days of receipt and will enclose a copy of this procedure.
• The fee earner will then review your complaint. The fee earner may ask to speak to you over the telephone or invite you in for a meeting to discuss your complaint further if they feel this would be helpful.
• A full response to your complaint will be provided in writing within 14 days of the date the complaint is acknowledged.
• However, if this does not satisfy your complaint then please ask for your complaint to be forwarded on to the client care partner as detailed in our terms of business sent to you at the outset of your case.

What will happen next?

• The client care partner will send you a letter acknowledging receipt of your complaint within three working days of receiving it and referring again to this procedure.
• The client care partner will then investigate your complaint by reviewing the same, along with your file and thereafter will speak to the member of staff who acted for you.
• The client care partner will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 3 weeks of sending you the acknowledgement letter.
• At this stage, if you are still not satisfied, you are able raise questions to the client care partner asking for a further review / further explanation.
• We will then write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons and explaining if you remain dissatisfied you are able to refer the matter to the Legal Ombudsman.

What to do if we cannot resolve your complaint
If we are unable to resolve your complaint then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about service issues with lawyers.

However, please note that you have six months to take the complaint further from the date of our final complaint response to you. In addition, you must refer the complaint to the Legal Ombudsman no later than one year from the act/omission or from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

Visit: www.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

What to do if you are unhappy with our behaviour
The Solicitors Regulation Authority can 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, a disability or other characteristic.

If you would like more information about how you can raise your concerns with the SRA, please contact them.

Visit: www.sra.org.uk