Our complaints 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?
1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will normally involve passing your complaint to the Partner who is head of the department to which your complaint relates, or should your complaint relate to that Partner, to another Partner of the Firm. The investigating Partner will review your matter file and speak to the member of staff, or Partner who acted for you.
3. You will then be invited to a meeting with the Partner who has investigated your complaint to discuss and hopefully resolve your complaint. The Partner will invite you to a meeting to discuss your complaint within 14 days of sending you the acknowledgement letter.
4. Within 3 days of the meeting the Partner you met with will write to you to confirm what took place at the meeting and any solutions he or she has agreed with you.
5. If you do not want a meeting, or it is not possible, the Partner investigating your complaint will send you a detailed written reply to your complaint, including his or her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
6. At this stage if you are still not satisfied, you should contact us again and we will arrange for Martin Cox, our Senior Partner, 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 you are still not satisfied, you can then contact the
PO Box 6806,
about your complaint. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it). For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legal ombudsman.org.uk