Issues & Complaints
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 as 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 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 Practice Manager, Rebecca Hardy, who will review your matter file and speak to the member of staff who acted for you.
The Practice Manager will then invite you to a meeting to discuss and hopefully resolve your complaint. They will do this within 14 days of sending you the acknowledgement letter.
Within three days of the meeting, the Practice Manager will write to you to confirm what took place and any solutions they have agreed with you.
If you do not want a meeting or it is not possible, our Practice Manager will send you a detailed written reply to your complaint, including their 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 a Director 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 involves our Practice Manager please notify the fee earner with care and conduct of your matter who will provide details of a Director for you to address your complaint.
If you are not satisfied with our handling of your complaint you can ask the Legal Ombudsman, an independent complaints body, established under the Legal Services Act 2007, which deals with legal services complaints to investigate.
If you are still not satisfied, you can then contact the Legal Ombudsman about your complaint:
PO Box 6806
Telephone: 0300 555 0333
Email address: firstname.lastname@example.org
Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint.
Alternative complaints bodies exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. We agree to use Clerksroom.
If your complaint relates to our bill then you may also have the right to have the bill assessed under the Solicitors Act 1974 (Part III).