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. If you have a complaint, please contact us with the details.
What will happen next?
- We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
- We will then investigate your complaint. This will normally involve passing your complaint to our Principal, who is responsible for client care, who will review your matter file and, if applicable, speak to the member of staff who acted for you.
- Our Principal will then invite you to an in-person or video meeting to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.
- Within three days of the meeting, our Principal will write to you to confirm what took place and any solutions he has agreed with you.
- If you do not want a meeting or it is not possible, our Principal will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
- At this stage, if you are still not satisfied, you should contact us again and our Principal will review his own decision or arrange appropriate alternative such as review by another solicitor or mediation.
- We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons. If we have to change any of the timescales above, we will let you know and explain why
- If we are unable to resolve your complaint ourselves, the Legal Ombudsman can help you. They will look at your complaint independently and it will not affect how we handle your matter. You can contact the Legal Ombudsman (PO Box 6806, Wolverhampton, WV1 9WJ) about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response on your complaint but for further information, you contact the Legal Ombudsman on 0300 555 0333 between 9.00 to 17.00 or at firstname.lastname@example.org.
- If you are concerned about our behaviour, the Solicitors Regulation Authority can help 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. Visit its website to see how you can raise your concerns with the Solicitors Regulation Authority.
- We will not charge you for handling your complaint. Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding. This is explained in our Terms of Business. The Legal Ombudsman service is free of charge.