We are committed to providing a high quality service to all of our clients.
If something goes wrong, we need you to tell us about it. The feedback we receive from our clients is invaluable in improving service standards
Complaints Handling Policy
We are committee 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 3 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, Mr Alasdair Brown, who will review your matter file, and speak to the member of staff who acted for you.
- We will then write to you to set out our response to your complaint. We will do this within 14 days of sending you the acknowledgement letter.
- If you are unhappy with the written response, we will invite you to discuss your complaint further either by a Teams meeting or phone call with Mr Brown, whichever you prefer. Within 3 days of either the Teams call or phone call, we will write to you to confirm what took place and any solutions he has agreed with you.
- At this stage, if you are still not satisfied, you should contact us again and we will arrange or another Partner, Patricia Scully, to review his decision.
- We will write to you within 14 days of receiving your request for a review, confirming our final position of your complaint, and explaining our reasons.
- If you are still not satisfied, you can then contact the Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ, 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@legalombudsman.org.uk