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.
What will happen next?
We will contact you to try to resolve the problem. If this is not quickly and easily achieved,
We will contact you in writing acknowledging receipt of your complaint and enclosing a copy of this procedure.
We will then investigate your complaint. This will normally involve passing your complaint to a complaints officer (these are always partners) who will review your file and speak to the member of staff who acted for you.
We will then contact you to discuss and hopefully resolve your complaint. We will do this within 21 days of sending you the acknowledgement.
We will then write to you to confirm what was discussed and any solutions we have agreed with you.
If necessary, we will send you a detailed written reply to your complaint, including suggestions for resolving the matter, within 28 days of sending you the acknowledgement.
At this stage, if you are still not satisfied, you should contact us again and we will arrange for another complaints officer to review the 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 your complaint has not been resolved to your satisfaction you can then contact the Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ
Any complaint to the Legal Ombudsman must usually be made within six months of you receiving this procedure or within a year from the act/omission or you finding out there was a problem. For further information, you should contact the Legal Ombudsman at www.legalombudsman.org.uk
If we have to change any of the timescales above, we will let you know and explain why.