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 for you.

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.

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

If we are unable to resolve the complaint with you then you can have the complaint independently looked at by the Legal Ombudsman.  The Legal Ombudsman investigates problems about poor service from lawyers.

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

• Within one year of the issue you are complaining about; or
• If it was longer ago, within one year of you finding out about the issue.

These time limits may be extended in certain circumstances.

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: [email protected]

Legal Ombudsman PO Box 6167, Slough, SL1 0EH

Complaints Procedure

1. 1. We are committed to providing a high quality legal service to all our clients.  If something goes wrong we need you to tell us about it so that we can try to resolve it to your satisfaction.  This will also help us to improve our standards.  You can contact us by telephone, email or letter if you have concerns, but so that we can understand the issues as clearly as possible it would be preferable if you set out fully in writing all of the matters that you want us to address.
   2. In particular, we need to understand the details of why you are unhappy with the service you have received and what you are seeking in terms of a solution.
   3. Rest assured that any matters you raise will be taken very seriously and addressed sensitively. They will not affect our working relationship with you as a client in any way.  If there is further legal work to be done then that will be completed if you choose to continue to instruct us.  All complaints will be dealt with effectively, efficiently, fairly and without charge.

   Informal Complaints

   4. If you are unhappy with the service we have provided, please first raise that issue, if appropriate, with the person dealing with your matter or any person supervising them (as set out in your engagement letter).
   5. You will receive a detailed response within 14 days of receipt by us of full details of your concerns.  If we are unable to resolve that via the person dealing with your matter or the person supervising that individual, or in the first instance if you prefer, you may bring your concerns directly to the attention of our Complaints Partner Anton Smith (in confidence if you wish) as a formal complaint, which will then be dealt with as set out below.

   Formal Complaints

   6. We will acknowledge any formal complaint (unless prevented by unavoidable circumstances) within 5 working days and endeavour to deal with it within 14 days of receipt of full details by our Complaints Partner. If the Complaints Partner is the subject of your complaint then a different partner will deal with your complaint and you will be told who that is.
   7. If we cannot deal with your formal complaint that swiftly, for instance because we need to investigate matters further, you will be told in writing the proposed structure of that investigation and its anticipated timescale, together with the reason for any delay.  We will keep you updated with timescales and progress as the investigation proceeds.  In most cases, again subject to circumstances and the amount of investigation required, complaints should be investigated and responded to fully in writing within 21 days of receipt.
   8. Our Complaints Partner (or other partner if not him) will write to you at the end of the investigation with our conclusions regarding your formal complaint, including a clear explanation of how those conclusions were arrived at and, where appropriate, proposals resolution of your complaint.
   9. The decision of our Complaints Partner (or other partner acting in place of him if appropriate) will be this Firm’s final position on your formal complaint. That decision will also explain your options for taking that complaint further if you are not satisfied with the outcome, which may (depending upon the circumstances) include raising it with the Legal Ombudsman.
   10. If you would prefer this Complaints Procedure or our subsequent communications with you to be provided in a manner that is more convenient for you then please let us know.