Making a complaint
We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we would like you to tell us about it, so we can deal with the problem as soon as possible and put the appropriate steps in place so this doesn’t happen again going forward.
Our Complaints procedure
If you have a complaint, please contact the Complaints Handling Officer, Ms Charlene Robinson, at the firm.
What will happen next?
- Within three days, we will send you a letter acknowledging your complaint and ask you to confirm or explain the details of the complaint as best you can. If it seems appropriate, we will suggest a meeting at this stage. We will also confirm to you the name of the person who will be dealing with your
- We will then record your complaint in our central register and open a file for you and begin to investigate your complaint by examining the relevant
- If appropriate, we will then invite you to meet the partner handling your complaint to discuss and hopefully resolve your complaint. We would hope to be in a position to meet with you in this way no longer than 21 days after first receiving your complaint. If you would prefer not to meet, or if we consider addressing your complaint in writing would be more appropriate or constructive, or if we cannot arrange a meeting within an agreeable timescale, we will write fully to you setting out our views on the situation and any redress that we consider to be
- Where applicable, within seven days of any meeting, we will write to you to confirm what took place and any steps that we have agreed with you. We may offer an apology, a reduction of any bill or a repayment in relation to any payment
- Following receipt of the letters referred to above, if you are still not satisfied, please let us know in writing, setting out in as much detail as possible why you consider the decision that was reached is unacceptable. We will then arrange to review our decision. We would generally aim to do this within 14 This will involve the partner handling your complaint revisiting his/her decision in light of your further comments.
- We will let you know the result of the review within five days. At this time, we will write to you confirming our final position on your complaint and explaining our reasons.
What if I am not satisfied with the outcome?
- If you are still not satisfied, you can contact the Legal Ombudsman about your complaint at legalombudsman.org.uk / firstname.lastname@example.org / 0300 555 0333; or The Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ. We very much hope that this will not be necessary.
- You must usually refer your complaint to the Legal Ombudsman within six months of our final written response to your complaint and within six years of the act or omission about which you are complaining occurring (or within three years of you becoming aware of it). Further details are available on their website.
- Alternative complaints bodies (such as Ombudsman Services https://ombudsman-services.org/) exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. We have, however, chosen not to adopt an ADR process. If, therefore, you wish to complain further, you should contact the Legal Ombudsman.
- If you have concerns about our behaviour then you can lodge a complaint with our regulator, the Solicitors Regulation Authority http://www.sra.org.uk.
What will it cost?
- We will not charge you for handling your complaint.
- Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding.
- The Legal Ombudsman service is free of charge.