Complaints Procedure

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 so that we can do our best to resolve the problem.

Making a Complaint

In the first instance it may be helpful to 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.

If you prefer, or if that initial attempt to resolve the matter is not successful, you may wish to make a formal complaint.

You can register any formal complaint with our Complaints Partner. He is responsible for ensuring that complaints are handled effectively and in accordance with this procedure.

Please write to us with full details of your complaint either in letter or email form. It would be helpful if you could outline:

• Why you feel dissatisfied with the service which you have received.
• How you would prefer to be contacted about your complaint.
• If there is anything specific which you would like us to do to resolve your complaint.

Making a complaint will not affect how we handle your case, and you will not be charged for the time spent handling your complaint.

Investigating the Complaint

1. We will acknowledge the complaint within seven days of receiving it and notify you who will be handling your complaint.
2. We will record your complaint in our central register and open a file for your complaint.
3. We will conduct a full investigation and an independent review of the matter.
4. We will write to tell you our views on the complaint and how we propose to resolve it.
5. We aim to respond in full within 28 days, or inform you if more time is needed.
6. If dissatisfied with the outcome, you may request a review within 7 days of the decision.
7. The review may be conducted by another Partner if required.
8. The outcome of the review will be sent in writing within 7 days of the request.

What You Can Do if You Remain Dissatisfied

Legal Ombudsman

The Legal Ombudsman may be able to help you if we are unable to resolve your complaint. They are independent and their contact will not affect your case.

To complain to the Legal Ombudsman:

• Wait up to 8 weeks for us to resolve your complaint first
• Then contact the Ombudsman within 6 months of our final response
• Or within 6 years of the problem, or 3 years from when you knew about it

Solicitors Regulation Authority (SRA)

The SRA handles serious concerns about misconduct such as dishonesty or discrimination. Please report immediately if you suspect such issues.

Alternative Dispute Resolution

There are independent ADR services, but we prefer and are bound to follow the Legal Ombudsman service as our complaint resolution route.