Complaints Procedure

Our complaints policy

We are committed to providing a high quality legal service to all of 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. This may be by post, telephone, email or in person. We have 8 weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman.

As explained in our engagement letter, you should raise the matter initially with the person carrying out your work or the person responsible for the supervision of your matter who will endeavour to resolve the problem immediately.

If the problem cannot be resolved to your satisfaction or as an alternative in any event, you may refer the matter to our Complaints Officer and Managing Director, Jonathan Hall, who is the person with overall responsibility for complaints.  He will deal with your complaint in accordance with the procedure set out below.

What will happen next?

  1. We will write to you acknowledging receipt of your complaint within 3 working days of receiving it.
  2. We will then investigate your complaint. This will normally involve our Complaints Officer reviewing your matter file and speaking to the member of staff who acted for you.
  3. Within 10 working days of sending you the acknowledgement letter, our Complaints Officer will either:
    • write to you with his response to your complaint and proposal (if any) for resolving the matter; or
    • invite you to a meeting to discuss and hopefully resolve your complaint.
  4. If a meeting is held, our Complaints Officer will write to you within 5 working days to confirm what took place and any solutions he has agreed with you.
  5. If you do not want a meeting or it is not possible to arrange one, our Complaints Officer will write to you (within 10 working days of being made aware of this) with his response and proposal (if any) for resolving the matter.
  6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another director of the firm to review the Complaints Officer’s decision.
  7. We will write to you within 10 working days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

    [Note: If we are unable to meet any of these timescales (e.g. due to complexity of the matter; volume of paperwork; or annual leave, etc.) we will write to you explaining the reason(s).]

  8.  If you are still not satisfied, you can then contact the Legal Ombudsman about your complaint. You will need to do so within:
    • 6 years from the date of the act or omission about which you are complaining; or
    • 3 years from the date you should reasonably have known there were grounds for complaint (if the act/omission took place before 6/10/2010 or was more than 6 years ago); and
    • Within 6 months of receiving our final written response.

In relation to a) and b) above, the act or omission, or when you should reasonably have known there was cause for complaint, must have been after 5 October 2010.

The Legal Ombudsman’s contact details are as follows:

Postal address – PO Box 6806, Wolverhampton, WV1 9WJ

Telephone – 0300 555 0333       Email – enquiries@legalombudsman.org.uk

You may also complain to the Solicitors Regulation Authority (SRA) if you think we have breached an SRA Principle or are guilty of dishonesty or discrimination.

The SRA’s contact details are as follows:

Postal address – The Cube, 199 Wharfside Street, Birmingham, B1 1RN
Telephone – 0370 606 2555        Email – report@sra.org.uk

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