Our Complaints Policy
We are committed to providing a high-quality legal service to all our clients. If something goes wrong, we need you to tell us about it. This helps us improve our standards and ensure we provide the level of service you expect.
If you have a complaint about our service or a bill, please put it in writing and provide full details.
What Will Happen Next?
- We will acknowledge receipt of your complaint within three working days and enclose a copy of this procedure. We may request any evidence required to substantiate your complaint.
- We will investigate your complaint. This will normally involve reviewing your file with the person who handled your matter, either in full or focusing on the relevant documents.
- Once our investigation is complete, we will send you a detailed written response within 21 days of either receiving any requested evidence or sending our acknowledgement (if no further evidence is required).
- If you remain dissatisfied, you may contact us again. We will arrange for another director or someone unconnected with the matter to review the decision.
- We will write to you within 14 days of receiving your request for a review, confirming our final position and explaining our reasons.
- If you are still not satisfied, or if eight weeks have passed since your initial complaint, you may contact the Legal Ombudsman. Any complaint to the Legal Ombudsman must be made within six months of the date of our final written response.
If we need to change any of the timescales above, we will inform you and explain why.
Legal Ombudsman Contact Details
Address: PO Box 6806, Wolverhampton, WV1 9WJ
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk
Concerns About Our Behaviour
The Solicitors Regulation Authority (SRA) can assist if you are concerned about our behaviour. This includes issues such as dishonesty, misuse of funds, or discrimination.
You can raise concerns directly with the Solicitors Regulation Authority .
Client Satisfaction
We are committed to providing an excellent client experience. Following completion of their transaction, our clients are invited to leave an independent review on Trustpilot. We are proud to have received consistently high ratings and positive feedback. To see what our clients are saying about our service, please click here.