COMPLAINTS PROCEDURE


We are committed to providing a high-quality legal service to our clients. When something goes wrong, we need you to tell us about it. This will help us to sort out any mistakes or misunderstandings, and to improve our standards.

If you have a complaint, please raise the problem with the fee earner who is handling things for you or, if you prefer, with the Director with the responsibility for handling complaints, Mr David Roberts.


What will happen next?


  1. We will acknowledge receipt of your complaint in writing within three days of receiving it.
  2. We will then investigate your complaint. This will normally involve Mr Roberts liaising with the fee earner acting for you and reviewing your file if necessary.
  3. Subsequently, if necessary, may seek further information from you.
  4. In any case he will aim to send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the written acknowledgement of your complaint referred to in paragraph 1 above.
  5. At this stage, if you are still not satisfied, you should contact us again and we will arrange for our Senior Director, Mr Mark Tildesley, to review the decision.
  6. He 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.
  7. That would conclude the internal investigation of your complaint but, if you are still not satisfied, you can contact the Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response on your complaint but for further information, you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk. Note that the Legal Ombudsman service cannot be used by businesses or most other organisations unless they are below certain size limits. Further details are available from the Legal Ombudsman.
  8. If we have to change any of these timescales we will let you know and explain why.