Our complaints handling policy

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. 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 working 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 client care partner, David Hurley, who will review your matter file and speak to the member of staff who acted for you.
   
• David Hurley will then either telephone you or write to you and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.
   
• Within three working days of the resolution of your complaint (if that has been achieved) David Hurley will write to you to confirm any solutions he has agreed with you.

What to do if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
 

• Within six months of receiving a final response to your complaint

and

• Within one year from the date of act/omission; or
   
• Within one year of you realising there was a concern

If you would like more information about the Legal Ombudsman, please contact them.

Contact details

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9:00 to 17:00

Email: enquiries@legalombudsman.org.uk

Post: Legal Ombudsman, PO Box 6167, Slough SL1 0EH
 

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.