Complaints Policy

We aim to provide you with the best possible service, however, if you are unhappy or concerned about the service we provide, then you should inform us immediately, so that we can do our best to resolve your concerns.

In the first instance you should contact the person who is working on your case to discuss your concerns, and we will do our best to resolve any concerns at this stage. This will not affect how we handle your case.

In order to assist us to understand your complaint, and in order that we do not miss anything, please tell us:

  • your full name and contact details
  • what you believe we have failed to do
  • what outcome you hope to achieve as a result of your complaint, and
  • your file reference number (if you have it)

If you require any help in making your complaint, we will try to help you.

How we will deal with your complaint?

We will record your complaint and write to you within five working days to acknowledge receipt of your complaint, give you a copy of this policy, and provide you with a timescale within which we hope to investigate your complaint.

Your complaint will be investigated. This will include:

  • a review of your complaint
  • a review of your file and any other relevant documents
  • speaking with the person who dealt with your matter

We may also ask you to provide further information and/or documents, and if so, we will ask you to provide the documents and/or information within a specific period of time.

You will be updated on the progress of your complaint at appropriate times.

You may also, if appropriate be invited to a meeting to discuss your complaint. You are not required to attend the meeting if you do not wish to or if you are unable to for any reason. We are happy to discuss the matter with you on the telephone.

At the end of our investigation, we will write to you to tell you what we have done and what we propose to do to resolve your complaint. We aim to do so within 14 days of the date of our letter of acknowledgement.

What happens if you are not satisfied with the investigation outcome?

If you are still unhappy you can ask the Legal Ombudsman to look into your complaint. Before investigating your complaint, the Legal Ombudsman will check that you have first tried to resolve your complaint with us.

There is a time limit within which you can request the involvement of the Legal Ombudsman which is generally six months from the completion of our complaint’s procedure. Please also note that you can also only request the Ombudsman’s involvement if either: (a) the issue you are complaining about happened on, or after, 6 October 2010; or (b) the issue happened before 6 October 2010 but you only became aware of it on or after 6 October 2010.

There is a long-stop date within which you must refer your complaint to the Legal Ombudsman. The date is no later than six years from the date of the act/omission or three years from when you should reasonably have known there was cause for complaint.

The Ombudsman scheme rules are subject to change. You can check the current rules by contacting the Legal Ombudsman. If you would like more information about the Legal Ombudsman, the contact details are as follows:

Call:  0300 555 0333 between 9am to 5pm.
Write: Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

The Solicitors Regulation Authority can help you if you are concerned about our behaviour, for example, matters of dishonesty, discrimination, unfair treatment, taking or losing your money.

You can write to the Solicitors Regulation Authority at:

The Cube
199 Wharfside Street
B1 1RN

Call: 0370 606 2555

What will it cost?

You will not be charged for us handling your complaint.

If we have issued an invoice for work carried out on your matter, and all or some of the invoice is not paid, we may be entitled to charge interest on the amount outstanding.

The Legal Ombudsman service is free of charge.

Will your complaint affect your case?

It is very unlikely that your complaint will prejudice or disrupt your case. On very occasions, a complaint may impact on your case; for example, we may need to tell you to seek legal advice from another firm of solicitors. We will explain the impact to you as early as possible.

Initial no obligation consultation. Fixed rates, no hidden extras. Call us today on 01635 890560 or Email Us