Complaints Procedure

Our complaints policy

We are committed to providing a high quality legal service to all of 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 write to us with the details. You have been given the name of the member of our staff who is dealing with your matter and the name of the relevant Supervisor. Any complaint should be addressed initially to the named Supervisor.

What will happen next?

  1. We shall write to you acknowledging your complaint, enclosing a copy of this procedure. We shall also let you know the name of the person who will be dealing with your complaint. You may expect to receive this letter within two working days of our receiving your complaint.
  2. We shall record your complaint in our central register within 3 working days of receiving your complaint.
  3. We shall then begin to investigate your complaint. This will normally involve passing your complaint to the Solicitor with the conduct of your file who will review your file. The Solicitor will do this within 14 working days of sending you the acknowledgment of your complaint.
  4. The Solicitor will send you a detailed written reply to your complaint, including their suggestions for resolving the matter, within 28 working days of sending you an acknowledgment of your complaint.
  5. If you are still not satisfied at this stage you should write to us again. We shall then arrange to review our decision. This will happen in one of the following ways:-
    • The person dealing with your complaint will review their own decision within five working days of receiving your correspondence explaining why you are still not satisfied.
    • We may ask another solicitor from another firm of solicitors to review your complaint. We shall let you know how long this process will take.
    • We shall let you know the outcome within 14 working days after the end of the review. We shall write to you at this time, confirming our final position on your complaint and explaining our reasons.
  6. If you are a member of the public, very small business, charity, club or Trust you will have the right to complain to the Legal Ombudsman at the conclusion of our complaint process. The Legal Ombudsman gives a maximum of eight weeks for us to resolve your complaint. Once the eight-week period has passed the Legal Ombudsman will normally accept the complaint for investigation even if it has not been fully dealt with by us. You can contact the Legal Ombudsman on 0300 555 0333 or by e-mail at enquiries@legalombudsman.org.uk or by writing to Legal Ombudsman, P.O. Box 6806, Wolverhampton WV1 9WJ. If you want to know more about the Legal Ombudsman their website is www.legalombudsman.org.uk.
  7. You should note that there is no charge for instigating the complaints procedure, therefore no fees will be expected from you for raising the complaint or our handling of a complaint.

We shall let you know if we need to change any of the timescales indicated above and explain why.