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.
Our complaints procedure
If you have a complaint, please contact us with the details. You should write to or contact our Client Care Partner, Denise Head.
What will happen next?
- Denise Head will send you a letter acknowledging receipt of your complaint within 3 working days of us receiving the complaint, enclosing a copy of this procedure.
- Denise Head will then investigate your complaint. This will normally involve liaison with the member of staff who acted for you.
- If she considers it appropriate, Denise Head will invite you to a meeting to discuss and hopefully resolve your complaint. She will do this within 14 days of sending you the acknowledgement letter.
- If a meeting takes place, Denise Head will write to you to confirm what took place and any solutions agreed with you within 7 working days of the meeting.
- If you do not want a meeting or a meeting is not considered by Denise Head to be appropriate, she will send a detailed reply to your complaint, including her suggestions for resolving the matter, within 21 days of the acknowledgement letter.
- If you are still not satisfied with the response to your complaint, you should contact us again and we can either arrange a further meeting to discuss matters or you should put your further concerns in writing and Denise Head will respond to this within 14 working days confirming our final position on your complaint. If necessary, we will involve another Partner of the firm to consider the matter.
- i. Complaints
If you remain dissatisfied, you are able to contact the Legal Ombudsman (LeO) to consider the matter. The LeO can be contacted at PO Box 6806, Wolverhampton WV1 9WJ or email firstname.lastname@example.org about your complaint. The Legal Ombudsman’s rules changed on 01/04/23. Representations to the LeO must usually be made within
a. 6 months of receiving the final response from us in relation to the compliant; or
b. No more than 1 year from the date of the act/omission you are concerned about; or
c. No more than 1 year from when you should reasonably have known there was a cause for complaint
ii. Financial or other advice
There may be occasions during the course of your matter when you may need other advice; this might be accountancy advice, financial advice or advice about pensions or family therapy advice or assistance. This firm does not, and is not able to provide such expert advice, but we will be able to help to signpost you to a relevant qualified independent professional at the appropriate point in your case.
- If we are unable to satisfactorily resolve your complaint, we will confirm this in writing to you. In this event, other Alternative Dispute Resolution bodies (such as Pro Mediate UK at www.promediate.co.uk) exist and which are able to deal with complaints about legal services should both you and our firm wish to use one. There may be different time limits to refer to such a body.
- The Solicitor’s Regulation Authority can help if you have concerns that a solicitor might be dishonest or about their behaviour. More information about this can be found at https://sra.org.uk/consumers/problems/report-solicitor/. We would however, encourage you to raise any problems or issues with us in the first instance.