Complaints Handling Procedure

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, please contact us with the details.  It will helpful if you could let us know:

  • What your complaint is about
  • The names of people you are unhappy with
  • Are there any relevant dates
  • What you feel has gone wrong
  • What you feel we should do to put matters right
  • What loss you believe you have suffered

What will happen next?

1. We will send you a letter acknowledging receipt of your complaint within 3  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 client care partner, Jo Cullen or to one of her deputies, Helena Woodward or Clare Marion, who will review your matter file and speak to the lawyer who acted for you.
3. You will be invited to a meeting to discuss and hopefully resolve your complaint within 15 working days of us sending the acknowledgement letter.
4. Within three working days of the meeting, you will be sent written confirmation of discussions from the meeting and any solutions agreed with you.
5. If you do not want a meeting or it is not possible, you will be sent a detailed written reply to your complaint, including suggestions for resolving the matter, within 15 working days of sending you the acknowledgement letter.
6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another member of the team to review the 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.
You have a right to complain to the Legal Ombudsman, an independent complaints body, established under the Legal Services Act 2007 which deals with legal services complaints.  You must usually refer your complaint within six months from our final written response to your complaint and within six years of the act or omission about which you are complaining (or within three years of you becoming aware of it).  Generally, the Legal Ombudsman deals with complaints relating to acts or omissions that happened after 5 October 2010.

The Legal Ombudsman contact details are: 
PO Box 6806 Wolverhampton WV1 9WJ. 
Telephone:    0300 555 0333.
Email address :   enquiries@legalombudsman.org.uk
Website:     www.legalombudsman.org.uk 

8. Alternative complaints bodies (such as ProMediate - www.promediate.co.uk) exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.  We do not agree to use ProMediate.

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