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 write to us with the details.

What will happen next?

When a formal complaint is made by you, we will confirm this in writing and also:

  • send you a copy of this complaints handling procedure;
  • tell you who will investigate the complaint; and
  • set out details of the complaint that has been made.

We anticipate that this will take us up to five working days.

We will also give you a timescale for completing the investigation. However, if it will help to progress the investigation, the person dealing with your complaint will contact you for additional information or invite you to a meeting. We aim to give you a firm timescale for completing the investigation within five working days of receiving that additional information. 

If the timescale for responding is to be exceeded, the person dealing with the complaint will advise you, confirm the new timescale and explain the reason for the delay.

The person dealing with your complaint will investigate your complaint thoroughly and fairly. Having completed their investigation, they will write to you to set out this firm’s response (“Final Written Response”). 

You should allow us eight weeks to resolve your complaint.

We will not charge you for investigating your complaint. 

If you still feel that your complaint has not been resolved satisfactorily then, within six months of our Final Written Response, you may refer your complaint to the Legal Ombudsman at:

Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ

www.legalombudsman.co.uk
Telephone: 0300 555 0333
E-mail: enquiries@legalombudsman.org.uk 

The Legal Ombudsman may not deal with a complaint about this firm’s invoice if you have separately applied to the Court for an assessment of that bill. 

The time limits for the Legal Ombudsman accepting a complaint are:

  •  six years from the date of act/omission.
  • three years from when the complainant should have been aware of the act/omission.               

The Solicitors’ Regulation Authority deals with complaints concerning professional standards such as acting independently, fairly and with integrity:

SRA Visit: Reporting a solicitor or firm to us