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Complaints Procedure

We are of course concerned that in acting for you we provide an efficient and effective service.  Throughout the currency of your case, we will ensure that you are properly advised and represented and that you are kept fully informed of the relevant issues and the progress of the case.  If at any time you are unhappy with the service provided, then please do not hesitate to let us know.

 If you have a complaint, please contact us and let us know the details.

 WHAT WILL HAPPEN NEXT: -

  1. We will record your complaint in our central register and open a separate file for your complaint.  We will do this within five working days of receiving your complaint.
  1. If we  need further information from you or clarification on the nature of the complaint then this will be requested within 14 working days of a complaint file being opened.
  1. We will then start to investigate your complaint by reviewing the file and speaking with relevant persons at the firm. If  appropriate and necessary we may invite you to discuss the issue(s) you have raised and hopefully resolve the complaint. This could be a meeting, video conference call or telephone call and we can discuss your preference and what may be suitable at that time.
  1. Following our investigation we will write to you with our findings and any solutions agreed upon and or any final redress that is offered.
  1. If you are satisfied with our response following the above steps, that will be the end of the matter. However, if you are not satisfied, you should contact the complaint handler again and they will review the decision or, depending on the circumstances, will arrange for another Partner to review the decision. We will write to you within fourteen working days of receiving your request with confirmation of the firm’s final position in relation to your complaint, outlining the reasons and any final redress that is offered.
  1. Where we need to revise any of the above timescales we will let you know.

We have eight weeks to consider your complaint. If for any reason we are unable to resolve the problem between us within that timeframe, you have a right to refer your complaint to the Legal Ombudsman. You must always try complaining to us first. In most cases you will not be able to take your complaint further without allowing us the opportunity to put things right.

The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.

The Legal Ombudsman can be contacted as follows:

Helpline: 0300 5550333
Website: www.legalombudsman.org.uk
Legal Ombudsman, PO Box 6167,Slough, SL1 0EH. 

If you think a solicitor might be dishonest or you have concerns about their ethics or integrity, you also have the right to notify our regulator, the Solicitors Regulation Authority (SRA).  There are no time limits for making a report but there are limits on what the SRA will consider. Please note that the SRA is not able to deal with issues of poor service (complaints of this nature should instead be referred to the Legal Ombudsman).  For further information about the SRA’s role, please visit: https://www.sra.org.uk/consumers/problems/report-solicitor.page#report

The Solicitors Regulation Authority (SRA) can be contacted as follows:

Helpline: 0870 606 2555
Email: contactcentre@sra.org.uk
SRA, The Cube, 199 Wharfside Street, Birmingham, B1 1RN