Complaints procedure

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.

In the first instance it may be helpful to contact the member of the firm that is acting for you. They will do their best to resolve issues with you directly.

If you wish to make a formal complaint, then you may do so in accordance with our complaints policy.

Our Complaints Policy

If you have a complaint, then you should contact us in writing with the details of your complaint, including what you felt went wrong and what remedies you seek.

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within 3 days.
  2. We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, Bernadette Hoy, who will review your file and speak to the member of staff who acted for you.
  3. Bernadette Hoy will then invite you to a meeting to discuss and hopefully resolve your complaint. This will be done within 14 days of sending you the acknowledgement.
  4. Within 3 days of the meeting, Bernadette Hoy will write to you to confirm what took place and any solutions she has agreed with you.
  5. If you do not want a meeting or it is not possible, Bernadette Hoy will send you a detailed written reply to your complaint (including her suggestions for resolving the matter), within 21 days of sending you the acknowledgment.
  6. At this stage, if you are still not satisfied, you should contact us again and we will review the decision.
  7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our decision.
  8. If the resolution is not to your satisfaction, you can then contact the Legal Ombudsman at PO Box 6806, Wolverhampton WV1 9WJ, telephone number: 0300-5550333 or email [email protected] about your complaint. Any complaint to the Legal Ombudsman must usually be made within 6 months of the date of our final decision or within a year of the act or omission about which you are complaining occurred (or, you becoming aware of it). For further information, you should contact the Legal Ombudsman.

If we have to change any of the timescales above, we will let you know and explain why.