Our Complaints procedure
Our Complaints Policy
We are committed to providing a high-quality legal service to all 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.
What Will Happen Next?
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We will send you a letter acknowledging receipt of your complaint within three days of our receiving the complaint, enclosing a copy of this procedure. |
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We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, Mr Tom Hansom, who will review your file and speak to the fee earner who acted for you. |
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Mr Hansom will then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within fourteen days of sending you the acknowledgement letter. |
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Within three days of the meeting, Mr Hansom will write to you to confirm what took place and any solutions he has agreed with you. |
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If you do not want a meeting or it is not possible, Mr Hansom will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within twenty-one days of your declining the invitation to meet. |
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At this stage, if you are still not satisfied, you should contact us again, and we will arrange for another partner, or someone unconnected with the matter at the firm, to review the decision. |
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We will write to you within fourteen days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons. |
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If you are still not satisfied with the results of that review you are advised to contact the Legal Ombudsman who may be contacted on 0300 555 0333 or by email at enquiries@legalombudsman.org.uk |
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If we have to change any of the timescales above, we will let you know and explain why.