Complaints Procedure

We are committed to providing a high-quality legal service. If you are unhappy about any aspect of the service you have received, please tell us. This helps us to address problems promptly and improve our standards.

How to make a complaint

Please state that you wish to raise a formal complaint, by communicating this with:

• the solicitor with day-to-day conduct of your matter; or
• a director; or
• our Managing Director.

You can complain in writing, by email or by telephone. If you need any adjustments to help you make a complaint please let us know.

What will happen next

1. Acknowledgement
   We will usually acknowledge receipt of your complaint in writing within three working days and the complaint will be registered in our Central Complaint Register (for monitoring purposes).

2. Investigation
   We will investigate your complaint promptly and fairly. This will normally involve our Complaints/Managing Director reviewing your file and speaking with the staff involved. If it is another Director, you will be advised in our acknowledgement who is handling your complaint.

3. Discussion / Resolution
   It may be that we feel it necessary to invite you to a meeting or to have a call to discuss your complaint. If so, this is likely to be within two weeks of the complaint acknowledgement.

4. Written outcome
   In any event, we will send you a detailed written response to your complaint, including any proposed remedy, within four weeks of the acknowledgement.

5. If you remain dissatisfied
   If you are not satisfied with our response, you may request a review. We will arrange for another Director to review the original decision and how your complaint was handled.

6. Final Response
   We will endeavour to write to you within two weeks of receiving your request for a review, confirming our final position and explaining our reasons.

If timescales change

If any timescale is to be reasonably extended, we shall advise you in writing as soon as possible.

If you remain dissatisfied

You may refer your complaint to the Legal Ombudsman who can be contacted at PO Box 6167, Slough, SL1 0EH, Tel: 0300 555 0333, Email: enquiries@legalombudsman.org.uk, Website: www.legalombudsman.org.uk.

The Legal Ombudsman generally available to individuals and to some small businesses, charities, clubs and trusts (subject to eligibility criteria). Before it will consider a complaint, the Legal Ombudsman generally requires a firm’s internal complaints procedure to have been exhausted. 

The Legal Ombudsman expects complaints to be made to them within six months of our final response and no later than:

• one year from the date of the act or omission being complained about; or
• one year from the date when you should reasonably have known there was cause for complaint.

The Ombudsman will allow us a period of 8 weeks to resolve your complaint.

The Solicitors Regulation Authority (SRA)

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.

You can report concerns to the SRA at: www.sra.org.uk/consumers/problems/report-solicitor/.

Online dispute resolution (ODR)

If you are a consumer and we have contracted with you online, you may be entitled to use the EU Online Dispute Resolution platform: http://ec.europa.eu/odr.