We are committed to providing the highest quality service to all our clients.
If you have a complaint, please contact us with as much detail as you can as we are keen to know. We use client feedback to learn lessons and find ways to improve our standards.
What will happen next?
- We will send you a letter acknowledging receipt of your complaint within 5 working days of receipt.
- We will then investigate your complaint. This will normally be done by your Client Director (named in our General Terms of Business), who will review your matter file and speak to the members of staff who handled the matter for you.
- Your Client Director will then invite you to a meeting or video call to discuss and hopefully resolve your complaint. This will be done within 10 working days of sending you the acknowledgement letter.
- Within 5 working days of the meeting or video call, your Client Director will write to you to confirm the key points of the meeting or video call and any solution agreed with you.
- If you do not want a meeting or video call (or it is not possible), your Client Director will send you a written reply to your complaint, including suggestions for resolving the matter, within 15 working days of sending you the acknowledgment letter.
- If, at this stage, you are still not satisfied, you should contact us again and we will arrange for another Director to review our decision.
- We will write to you within 10 working days of receiving your request for a review, confirming our final position on your complaint, and explaining our reasons.
- If we must change any of the timescales above, we will let you know and explain why.
We hope we can resolve your complaint to your satisfaction. However, if you remain unhappy with our response then you can refer your complaint to the Legal Ombudsman who investigatescomplaints about solicitors. The Legal Ombudsman can investigate complaints up to 6 years from the date of the problem happening or within 3 years of when you found out about the problem.
For further information about the Legal Ombudsman service, visit www.legalombudsman.org.uk.
The phone number is 0300 555 0333 which is normally open from 8.30am to 5.30pm. Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01or 02) from both mobiles and landlines and will be included as part of any inclusive call minutes or discount schemes in the same way as geographic calls. Calls are recorded and may be used for training and monitoring purposes. The minicom phone number is 0300 555 1777. The email address is firstname.lastname@example.org. The postal address is Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ. Do not send original documents to the Legal Ombudsman. They will scan any documents you send us to make computer copies and then destroy the originals.
If you are not eligible to have your complaint considered by the Legal Ombudsman, you can contact the Solicitors Regulation Authority with your complaint online at www.sra.org.uk or call them on 0870 606 2555 or write to them at Solicitors Regulation Authority, Ipsley Court, Berrington Close, Redditch B98 0TD.