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 improve our standards.

If you have a complaint please contact us with details.

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.
  2. We will then investigate your complaint. This will normally involve passing your complaint to our Complaints Handling Partner, Rod Bird, who will review your matter file and speak to the member of staff who acted for you.
  3. Rod Bird will then let you have a more detailed letter responding to the points you have raised within twenty-one days of the acknowledgement letter.
  4. At this stage, if you are still not satisfied you should contact us again and we will then arrange a meeting with you at our offices in an attempt to reach a conclusion or if a meeting is not possible you can respond to the comments made in our letter and ask us to review the matter.
  5. If a meeting is not possible we will write to you within fourteen days of receiving your request for a review confirming our final position on your complaint and explaining our reasons.

If you are still not satisfied you can then contact the Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ or on 0300 555 0333 or at enquiries@legalombudsman.org.uk. The Legal Ombudsman is an independent complaints body established under the Legal Services Act that deals with legal services’ complaints. Any complaint to the Legal Ombudsman must usually be made within 6 months of the date of our final decision on your complaint. Alternative complaints bodies exist, such as Promediate (enquiries@promediate.co.uk)

The Solicitors Regulation Authority (SRA) can help you 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. Details about how to raise your concerns with the SRA can be found on their website at sra.org.uk.

If we have to change any of the timescales above we will let you know and explain why.