Complaints

We strive to give you the best possible service to meet your needs and expectations. However, in the unlikely event that you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

In the first instance please contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage.

Formal complaints

If your concern or complaint has not been dealt with to your satisfaction by the person handling your case or their supervising partner, please contact us as soon as you are aware of the problem so this can be addressed. Making a complaint will not affect how we handle your case.

  1. We will send you a letter acknowledging receipt of your complaint within five days of our receiving the complaint, 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, Simon Woods or Judith Burton, who will review your matter file and speak to the member of staff who acted for you.
  3. The complaints partner will then invite you to a meeting to discuss and, it is hoped, resolve your complaint. [He/She] will do this within 14 days of sending you the acknowledgement letter.
  4. Within three days of the meeting, the complaints partner will write to you to confirm what took place and any solutions [he/she] has agreed with you.
  5. If you do not want a meeting or it is not possible, the complaints 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 should contact us again to explain why you remain unhappy with our response and we will review your comments. Depending on the matter we may at this stage arrange for another partner 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. You can then contact the Legal Ombudsman if you are still not satisfied, please see below.

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

Legal Ombudsman and Solicitors Regulation Authority

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

  • Within six months of receiving a final response to your complaint

AND

  • No more than six years from the date of act/omission; OR
  • No more than three years 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. Call: 0300 555 0333 between 9am to 5pm. Email: enquiries@legalombudsman.org.uk. Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for matters such as dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. You can raise your concerns with the Solicitors Regulation Authority.