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Complaints Handling Policy

Complaints Handling 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.  In the first instance, it may be helpful to contact the individual who is working on your case to discuss any concerns and we will do our best to resolve any issues at this stage.

If you would like to make a formal complaint please contact our Complaints Partner.

What will happen next? 

  1. We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
  1. We will then investigate your complaint. We will review your matter file and speak to the member of staff who acted for you.
  1. Within 20 working days of receipt of your written complaint, the Complaints Partner will send you a written reply to your complaint, including our suggestions for resolving the matter if the complaint is upheld.
  1. If we have been unable to resolve your complaint using our internal complaints process, 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
  • 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:

Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ

Telephone: 0300 555 0333
Email address: [email protected]
Website: www.legalombudsman.org.uk

  1. Alternative complaint bodies such as Small Claims Mediation and ProMediate exist who are competent to deal with complaints about legal services. We may agree to use Small Claims Mediation in appropriate cases.
  1. The Solicitors Regulation Authority (SRA) 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.

The SRA’s contact details are:-

Solicitors Regulation Authority
The Cube
199 Wharfside Street
Birmingham
B1 1RN

Telephone: 0370 6062555

Email address: [email protected]

Website: www.sra.org.uk

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