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 at any point you become unhappy with the service we provide to you or you have concerns about your bill, then you should inform us immediately so that we can do our best to resolve the problem for you.
If you have a complaint, please contact us with the details.
What will happen next?
1. We will send you a letter acknowledging receipt of your complaint within 14 days of receiving it, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will normally involve passing your complaint to one of our principal solicitors, who will review your matter file and, if appropriate, speak to the member of staff who acted for you.
3. One of our principal solicitors will then contact you to discuss and hopefully resolve your complaint. This will normally happen within 14 days of sending you the acknowledgement letter.
4. Within seven days of the discussion the firm will write to you to confirm what took place and any solutions agreed with you.
5. If you do not want a discussion or it is not possible, one of our principal solicitors will send you a detailed written reply to your complaint, including a suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
6. If we have to change any of the timescales above, we will let you know and explain why.
7. If we are unable to resolve your complaint within eight weeks after you have brought it to our attention, then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about poor service from lawyers. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you. The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You can contact the Legal Ombudsman by,
calling them on 0300 555 0333
visiting the Legal Ombudsman website at www.legalombudsman.org.uk, or
emailing them at enquiries@legalombudsman.org.uk
8. If you are concerned that we haven’t adhered to the SRA Rules and Regulations, you can report your concerns to the Solicitors Regulation Authority (SRA):
Solicitors Regulation Authority,
The Cube
199 Wharfside Street
Birmingham
B1 1RN
Telephone: 0370 606 2555 inside the UK or +44 (0)121 329 6800 from overseas
Further information can be obtained on the SRA website at https://www.sra.org.uk/consumers/problems/report-solicitor/
9. We will not charge you for handling your complaint.