Complaints Policy

We aim to provide you with a high quality, complaints-free legal service at all times. Sometimes a complaint will be made and when this happens, we believe it is crucial that the complaint is handled responsibly and with courtesy. It is our priority to preserve your goodwill, particularly if things have gone wrong.

Investigation the complaint

• We will acknowledge the complaint within seven days.
• We will conduct a full investigation of the complaint and an independent review of the matter.
• We aim to respond in full within 28 days. However, if the complaint is of a more complex nature we will require more time but we will let you know when they will receive a full response.
• We will reply to you usually in writing to tell you of our views on the complaint and how we propose to resolve it hopefully to your satisfaction.
• If you remain dissatisfied with the outcome, or the way the complaint has been handled, you have a right of appeal to our Managing Partner who will review the complaint in its entirety.
• We will keep a record of your complaint both so that we can monitor the situation and, if appropriate, learn how our service can be improved in future.
• If, upon investigation, we believe your complaint is justified, we will endeavour to offer a fair solution.
• If we do not feel that your complaint is justified, we will let you know why.
• If you remain unsatisfied with how we have handled your complaint then you have the right to appeal to The Legal Ombudsman. 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

• No more than six years from the date of act/omission; or
• No more than three years from when you should reasonably have known there was cause for complaint.

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

Contact details

Visit Website: www.legalombudsman.org.uk Call: 0300 555 0333 between 9am to 5pm. Email: enquiries@legalombudsman.org.uk Postal address: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ, UK

Solicitors Regulation Authority

If someone thinks a solicitor might be dishonest or you have concerns about their ethics or integrity, they have the right to notify our regulator, the Solicitors Regulation Authority (SRA).  There are no time limits for making a report but there are limits on what the SRA will consider. Please note that the SRA is not able to deal with issues of poor service (complaints of this nature should instead be referred to the Legal Ombudsman).  For further information about the SRA’s role, please contact the SRA or visit:

https://www.sra.org.uk/consumers/problems/report-solicitor.page#report