Complaints Procedure

We are committed to providing a high-quality legal service to our clients.  When something goes wrong, we need you to tell us about it.  This will help us to sort out any mistakes or misunderstandings, and to improve our standards.

If you have a complaint, please raise the problem with the lawyer responsible for your matter, or if you prefer, our Complaints Partner Nicola Brooks.

What will happen next?

 

  1. 1. We will acknowledge receipt of your complaint in writing within three
    working days of receiving it.
  2. We will then investigate your complaint. This will normally involve our Complaints Partner reviewing your file and speaking to the Solicitor who acted for you. If the file relates to a matter handled or dealt with by the Complaints Partner you may ask for her to refer the complaint to another Partner, Justin Price-Jones, to investigate.
  3. Within 14 days of sending you the acknowledgement letter our Complaints Partner (to include any Partner investigating the matter) will invite you to a meeting to discuss and to aim to resolve your complaint. If you do not want a meeting or a meeting is not possible, our Complaints Partner may instead offer you a discussion by telephone or other remote means.
  4. Within three days of the meeting (or any conversation we have with you instead of a meeting) our Complaints Partner will write to you to confirm what took place and any solutions we have agreed with you.
  5. In any case we will send you a detailed written reply to your complaint, including our suggestions for resolving the matter, within 21 days of sending you the written acknowledgement of your complaint referred to in paragraph 1 above.
  6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for appropriate alternative review by another local solicitor or mediation 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.
  8. If we have to change any of these timescales we will let you know and explain
    why.
  9. If we are unable to resolve your complaint then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about service issues with lawyers. 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.

You can contact The Legal Ombudsman at:

  • PO Box 6806, Wolverhampton WV1 9WJ
  • 0300 555 0333
  • enquiries@legalombudsman.org.uk.
  • Their website is: legalombudsman.org.uk.

Please note that the Legal Ombudsman service cannot be used by businesses or most other organisations unless they are below certain size limits. Further details are available from the Legal Ombudsman.

  1. If your complaint or concern relates to our behaviour or that we have been dishonest (for example stealing money, lying to you, shutting down without explanation or notice etc), you can contact the Solicitors Regulation Authority. Their postal address is: The Cube, 199 Wharfside Street, Birmingham, B1 1RN (Telephone 0370 606 2555 or email: contactcentre@sra.org.uk) and their website is www.sra.org.uk
  2. If a complaint cannot be resolved you may also be able to ask for it to be referred to a process of alternative dispute resolution using a certified provider. We are not required to agree to such a request. In any case this is not available to businesses, only consumers. We will give you more information about that right if it becomes relevant.
  3. If you require clarification of any aspect of the above, or require the information in a different format please let us know.

1 April 2023