Complaints Handling Procedure

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.

Our Complaints Procedure

If at any time during the course of your matter you become dissatisfied with the service you are receiving and would like to make a complaint, please contact the person responsible for your matter (as outlined in your Engagement Letter) in the first instance. Should this not be possible, you may also address your complaint directly to our Client Care Officer, Jude Fletcher.

What Will Happen Next?

  1. We will send you a letter acknowledging receipt of your complaint within 3 days of us receiving it, enclosing a copy of this procedure.
  2. We will then investigate your complaint. As Client Care Officer, Jude Fletcher will review your matter file and speak to the member of staff who acted for you. In his capacity as Client Care Officer, Jude Fletcher may delegate another member of the team to investigate your complaint.
  3. Within 15 working days of the written complaint you will receive a detailed written reply to your complaint, including any suggestions for resolving the matter.
  4. At this stage, if you are still not satisfied, you should contact us again and we will arrange for you to attend a meeting with Mr Fletcher, or the investigating member of the team, to review the decision and to hopefully resolve your complaint.
  5. We will write to you within 14 days of the meeting, confirming our final position on your complaint and provide you with a full explanation of our reasons.
  6. If you are not satisfied with our handling of your complaint, or if we have not resolved your complaint within 8 weeks since our acknowledgement letter, you can ask the Legal Ombudsman at PO Box 15870, Birmingham B30 9EB to consider the complaint. You will usually 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 occurring (or if outside of this period, within three years of when you should reasonably have been aware of it). Some clients, such as businesses, charities with an annual income of more than £1m and trustees with asset value of more than £1m, will not have the right to complain to the Legal Ombudsman. For further information, you should contact the Legal Ombudsman on 0300 555 0333 or refer to their website at www.legalombudsman.org.uk.

If we have to change any of the timescales noted in this procedure, we will let you know and explain why. Please remember that you also have a right to object to our bills and may apply for an assessment of these bills under Part III of the Solicitors Act 1974. The Legal Ombudsman may not deal with a complaint about our bills if you have applied to the court for an assessment.

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.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.