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 about our services or a bill, please put it in writing setting out full details.

What will happen next?

1. Once we receive details of the nature of your complaint, we will send you a letter acknowledging receipt within three working days, enclosing a copy of this procedure. I may also request any evidence to substantiate the complaint in this letter.
2. We will then investigate your complaint. This will normally involve reviewing your file with your file handler; in its entirety or just specific documents within the file.
3. Once thoroughly investigated, we will send you a detailed written reply to your complaint, including suggestions for resolving the matter. This will happen within 21 days of either receiving any evidence I may have requested or the acknowledgement letter, should I not require any evidence from you.
4. If you are still dissatisfied, you should contact us again. We will then arrange for another Director or someone unconnected with the matter at the practice to review the decision.
5. 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.
6. If you are still dissatisfied, you can contact the Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ, about your complaint.
A complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response to your complaint or within a year of the act or omission about which you are complaining occurring (or you becoming aware of it).
For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk, or you can consult the website at www.legalombudsman.org.uk
If we have to change any of the timescales above, we will let you know and explain why.