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, please contact us with the details. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman.
What will happen next?
- We will send you a letter or email acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
- We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, Guy Hopson, who will review your matter file and speak to the member of staff who acted for you.
- Guy Hopson will then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter or email.
- Within three days of the meeting, Guy Hopson will write to you or send you an email to confirm what took place and any solutions he has agreed with you.
- If a meeting is not possible, Guy Hopson will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
- At this stage, if you are still not satisfied, you should contact us again and we will arrange for someone unconnected with the matter to review his decision.
- 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.
- If you are still not satisfied, you can then contact the
Legal Ombudsman,
PO Box 6167
Slough
SL1 0EH
about your complaint. Normally, you will need to bring a complaint to the Legal Ombudsman (www.legalombudsman.org.uk.) within six months of receiving a final written response from us about your complaint or within a year of the act or omission about which you are complaining occurring (or from the date when you should reasonably have known that there was cause for complaint). For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk.
SOLICITORS REGULATION AUTHORITY
SRA Complaints Information:
The Solicitors Regulation Authority can help 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.
There are no time limits for making a report, but there are limits on what the SRA will consider.
Their address is:
The Cube
199 Wharfside Street
Birmingham
B1 1RN
Visit their website to see how you can raise your concerns with the SRA | Problems with law firms and individuals | Solicitors Regulation Authority