We are committed to providing the highest quality legal services to all of our clients. Any client who is unhappy with any aspect of our service is entitled to complain.
Our Complaints Procedure
Any complaint, including about your bill, should be raised with the Director of the Firm (by telephone, letter, fax or email). Please provide full details of your complaint, including what you think we’ve got wrong.
We will write to you within three working days to acknowledge your complaint. We will investigate your complaint, which will normally involve reviewing your complaint, your file and other relevant documents, and if relevant, speaking with the person who dealt with your matter.
We may also ask you for further information or documents. If so, we will ask you to provide such information within a specific period of time.
We will update you on the progress of your complaint; we may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to.
We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. Where possible, we will aim to do this within 21 days of the date of our letter of acknowledgement.
We will not charge you for handling your complaint. Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding.
The Legal Ombudsman (LeO)
If you are unhappy with the outcome of our complaints handling procedure, please first let us know and we will review the matter.
If you are still unhappy, or if your complaint has not been resolved to your satisfaction within 8 weeks of making it, you can ask the Legal Ombudsman to look into your complaint. You can contact the Legal Ombudsman by post at PO Box 6806, Wolverhampton, WV1 9WJ; by telephone on 0300 555 0333; or by email to email@example.com.
You must usually refer your complaint to the LeO within six months of our final written response to your complaint and within six years of the act or omission about which you are complaining occurring (or within three years of you becoming aware of it). Further details are available on the LeO website: www.legalombudsman.org.uk.
The Legal Ombudsman service is free of charge.
The Solicitors Regulation Authority
Our Firm is authorised and regulated by the Solicitors Regulation Authority (SRA). Complaints (such as reporting someone’s behaviour) may also be made directly to the SRA. See www.sra.org.uk/consumers/problems/report-solicitor.page for more details.