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 you have a complaint, please contact us with the details.
What will happen next?
1. We will send you a letter acknowledging receipt of your complaint within three days of us receiving your complaint, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will normally involve passing your complaint to our Managing Director, Steve Kirwan, who will review your matter file and speak to the member(s) of staff who acted for you.
3. Our Managing Director will then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.
4. Within three days of that meeting our Managing Director will write to you to confirm what took place and any solutions he has agreed with you.
5. If you do not want a meeting or it is not possible, he will send you a detailed written reply to your complaint. This will include his suggestions for resolving the matter. He will do this within 21 days of sending you the acknowledgement letter.
6. At this stage, if you are still not satisfied you can contact us again. We will then arrange for another Director of the Company to review the Managing Director's decision.
7. We will write to you again within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
8. If your are still not satisfied, you can contact the Legal Ombudsman, PO Box 15870, Birmingham B30 9EB about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response to your complaint. For further information, you should contact the Legal Ombudsman on 0300 555 0333, email enquiries@legalombudsman.org.uk or refer to their website www.legalombudsman.org.uk.
If we have to change any of the timescales above, we will let you know and explain why.
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