Complaints Procedure

We are committed to providing a high-quality legal service to all our clients. We are of course subject to the Solicitors Code of Conduct (please see the Solicitors Regulation Authority website for details). When something goes wrong, we need you to tell us about it. It helps us to improve our standards. We set out below a copy of our Complaints Procedure.

If at any time you are unhappy with any aspect of our handling of your case then we would ask you to raise it with Claudia Price, our Complaints Director and she will endeavour to resolve the problem with you. If you have such a complaint you should contact us with the details.

What will happen next?

1. We will send you a letter acknowledging receipt of your complaint and enclosing a copy of our Complaints Procedure.
2. We will then investigate your complaint. This would normally involve passing your complaint to the Head of Department who will review your matter/file and speak to the member of staff who acted for you.
3. We will then contact you with feedback from our internal enquiries (the follow up) and at that time she will look to identify a solution to hopefully resolve your complaint. Claudia Price will endeavour to do this within 14 days of us sending you the acknowledgement letter.
4. We will write to you to confirm the outcome of the subsequent feedback communication/meeting with you.
5. We will endeavour to ensure that you receive detailed feedback to your complaint including her suggestions for resolving the matter within 28 days of sending the acknowledgement letter.
6. 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 or an appropriate alternative such as mediation to review the decision.
7. We will then write to you within 14 days of receiving your request for a review confirming our final position on your complaint and explaining our reasons.
8. If however your concern continues this may be referred now to the Legal Ombudsman PO Box 6167, Slough SL1 0EH. Website: www.legalombudsman.org.uk Telephone 0300 555 03333) to consider the complaint. You must take your complaint to the Legal Ombudsman.
   The Legal Ombudsman expects complaints to be made to them within a year of the date of the act or omission about which you are concerned or within a year of you realising there was a concern. The requirement to refer your concerns to the Legal Ombudsman within six months of our final response to you remains the same. Normally you will need to bring a complaint to the Legal Ombudsman within 6 months.
   The LeO will have discretion to accept complaints which have been issued out of time where it is fair and reasonable to do so, and the discretion to dismiss or discontinue complaints where there have been undue delays in bringing a complaint, or where the complainant has not suffered significant loss.
9. You may wish to contact the Solicitors Regulation Authority if you wish to raise any complaint regarding the behaviour of this firm.