We are committed to providing a high-quality legal service to all our clients.  When something goes wrong, we want you to tell us about it.  This will help us to improve our standards.

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If you have a complaint, please contact us with the details.

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What will happen next?

1. We will send you a letter (or email) acknowledging receipt of your complaint within three days of receiving it.

2. We will then investigate your complaint. This will normally involve passing your complaint to our Client Care Partner, Kerry Doyle, who will review your matter file and, if not herself, speak to the member of staff complained of.

3. She will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.

4. If this does not resolve your complaint to your satisfaction she will invite you to a meeting to discuss and resolve your complaint. lf you agree to such a meeting then, within three working days of it taking place, she will write to you to confirm what took place and the solution she has agreed with you.

5. If you do not want a meeting or it is not possible, she will send you a further written reply to your complaint, including her suggestions for resolving the matter, within 21 days of inviting you to attend.

6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for someone unconnected with the matter at the firm to review the decision.

7. 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.

 

Depending on the nature of your complaint we may have to suspend work on your matter until the complaint has been resolved but we will notify you if we intend to do this.

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If we have been unable to settle a complaint using our internal complaints handling policy within eight weeks of it being made, the following will be sent to the client:

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We have been unable to settle your complaint using our internal complaints process. You have a right to complain to the Legal Ombudsman, an independent complaints body, established under the Legal Services Act 2007, that deals with legal services complaints.

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You have six months from the date of this (our final letter) in which to complain to the Legal Obudsman.

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Legal Ombudsman

PO Box 6806

Wolverhampton

WV1 9WJ

Tel: 0300 555 0333

Email: enquiries@legalombudsman.org.uk

Website: www.legalombudsman.org.uk

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We are regulated by the Solicitors Regulation Authority (SRA number 640597).  Details of the SRA's Standards and Regulations which set out the standards and requirements expected from regulated firms and complaints information can be found by following this link: https://www.sra.org.uk/consumers/who-we-are/sra-regulate