Complaints Policy

We are committed to providing 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.

Our Complaints Procedure

If you have a complaint please contact us with the details. You may either telephone or set out your complaint in writing.

What will happen next?
  • We will send you a letter acknowledging receipt of your complaint within seven days of receiving your complaint enclosing a copy of this procedure. 
  • We will then investigate your complaint thoroughly.  This will normally involve passing your complaint to our Complaints Officer who will review your matter file and speak to the member of staff who acted for you.  We will also record your complaint in our central register.
  • We will ask you whether you wish us to deal with your complaint over the telephone, by way of a meeting or in writing.  We will aim to respond in full to your complaint within 21 days of receiving the file of papers (sometimes in storage) together with the relevant information from the fee earners involved.  
  • Once you have received a response you can, if you are not satisfied contact us again and we will arrange to review our decision. 
  • If you want us to review your decision we aim to be in a position to respond to you in full with our further decision within 21 days of your request.  At this time we will write to you confirming our final position on your complaint and explaining our reasons.
Legal Ombudsman

We hope that we have been able to resolve your complaint satisfactorily. However, if you remain unhappy with our response then you can refer your complaint to the Legal Ombudsman, an independent complaints body established under the Legal Services Act, who can investigate complaints about the legal service you have received from us. 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 must also refer your concerns to the Legal Ombudsman within six months of our final response to you. 

The Legal Ombudsman’s contact details are: - 

Telephone: 0300 555 0333 

Website: www.legalombudsman.org.uk 

Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH