Complaints Handling Procedure
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.
Our Complaints Procedure
If you have a complaint, please contact us with the details.
- We would ask in the first instance that you direct your complaint to the fee earner with conduct of your file.
- If the matter is not resolved to your entire satisfaction, please put your complaint in writing and address it to our Complaints Manager Gavin Wall.
What Will Happen Next?
- We will send you a letter or email you to acknowledge receipt of your complaint within three working days of us receiving the complaint.
- We will then investigate your complaint. This will normally involve passing your file to our Complaints Manager, Gavin Wall, who will review your matter and speak to the member of staff who acted for you.
- Gavin will then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter/email. If a meeting at the office is not appropriate due to your location or other reasonable circumstances then a telephone discussion can be arranged.
- Within 3 working days of the meeting Gavin will write to you to confirm what took place and any solutions he has agreed with you.
- If you do not want a meeting or a telephone discussion, or it is not possible, Gavin will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
- At this stage, if you are still not satisfied, you should contact us again and we will arrange for Laura Wilson, a fellow Director (non-practising) in the firm, to review his decision.
- We will write to you within 14 days of receiving your request for review, confirming our final position on your complaint and explaining our reasons.
- If you are still not satisfied, you can then contact Legal Ombudsman about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of the end of the retainer or the time when you became aware that you had cause for complaint but for further information you should contact the Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ or send an mail to firstname.lastname@example.org
- Should you have a complaint and not wish to use the Legal Ombudsman, alternative complaints bodies such as ProMediate (www.promediate.co.uk) and Small Claims Mediation exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.
We do not agree to use schemes other than the Legal Ombudsman.
If we have to change any of the timescales mentioned above we will let you know and explain the reasons why.