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.
What will happen next?
We will send you a letter acknowledging receipt of your complaint within three days of us receiving the complaint, enclosing a copy of this procedure.
We will then investigate your complaint. This will normally involve passing your complaint to a Director. The Directors responsible for Client Care are Virginia Ralfe and Louise Robson. One of the Client Care Directors will review your file and speak to the member of staff who acted for you.
You will then be invited to a meeting to discuss and hopefully resolve your complaint. This will occur within 14 days of sending you the acknowledgment letter.
Within three days of the meeting, the Client Care Director dealing with your complaint will write to you to confirm what took place and any solutions agreed with you.
If you do not want a meeting or it is not possible, the Client Care Director dealing with your complaint will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 21 days of sending you the acknowledgment letter.
At this stage, if you are still not satisfied, you should contact us again and we will arrange for another Director to review her decision.
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.
If you are still not satisfied, you can then contact the Legal Ombudsman at PO Box 6806 Wolverhampton WV1 9WJ to consider the 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.
If we have to change any of the timescales above, we will let you know and explain why.