Complaints Handling

We want to give you the best possible service.  However, if at any point you become unhappy or concerned about the service we are providing or have provided then you should inform us immediately, so that we can do our best to resolve the problem.

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 would like to make a formal complaint, then you can read our full Complaints Procedure set out below.  Making a complaint will not affect how we handle your case.

The Solicitors Regulation Authority can help you 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 raise your concerns with the Solicitors Regulation Authority.

What do to if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves.  They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first.  If you have, then you must take your complaint to the Legal Ombudsman:-

  • Within six months of receiving a final response to your complaint;

and

  • No more than six years from the date of act/omission; or
  • No more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details

Visit:  www.legalombudsman.org.uk

Call: 0300 555 0333 between 9am to 5pm

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

 

Complaints Procedure

  1. 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.  You can contact us by telephone, email or in writing when you have a problem, but so that we can understand the issues as clearly as possible, it would be preferred if you were to document fully in writing the issues that you wish to raise.
  2. If you have a problem with the service we provide you should first raise the issue, if appropriate, with the person dealing with your matter. It is our policy that you will receive a response from such person, or if appropriate a Partner of the Firm, within 14 days of receipt by us of full details of your problem.  If you are unable to resolve with the person dealing with your work, or the Partner, then you may bring this matter to the attention of our Practice Partner or Senior Partner (in either case in confidence if you so wish).
  3. We will acknowledge your complaint, subject to holidays and unforeseen circumstances within 7 days and endeavour to deal your complaint within 14 days of receipt of it by our Practice Partner or Senior Partner.
  4. If we cannot deal with your complaint swiftly we may need to investigate matters further. In this case you will be told in writing who is handling the matter and the proposed structure of the investigation and its anticipated timescales, together with the reasons for any delay.  We will keep you informed of any timescales as the investigation proceeds.  In most cases, subject to holidays, complaints should be able to be investigated and responded to within 21 days of receipt.
  5. We will then write to you at the end of the investigation with our view, including a clear explanation as to how we have arrived at our view, on your complaint and where appropriate our proposals for its resolution. The decision of our Senior Partner will be this Firm’s final position on your complaint.