Our Complaints Policy
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 write to us with the details (if you have not already done so).
What Will Happen Next?
1. We will record your complaint in our central register within a day of receiving it and will send you a letter acknowledging receipt of your complaint within seven days of receiving it enclosing a copy of this procedure.
2. We will then investigate your complaint. This will normally involve passing your complaint to our Compliance/Client Care Partner, Daniel Ager, who will review your matter and speak to the member of staff/fee earner who acted for you.
3. Depending on the nature of the complaint Daniel Ager may invite you to a meeting to discuss and hopefully resolve your complaint, if it is considered that such a meeting is in the best interests of both parties, and will facilitate a resolution. If appropriate he will invite you to attend a meeting within 14 days of sending you the acknowledgement letter.
4. Should a meeting take place then within seven days of the meeting, Daniel Ager will write to you to confirm what took place and any solutions he/she has agreed with you.
5. If a meeting is not considered appropriate then we will explain why we do not believe a meeting is necessary. In these circumstances we will send you a detailed written reply to your complaint, including suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
6. At this stage, if you are still not satisfied, you should contact us again and we will arrange to review the decision. Someone unconnected with the matter at the firm 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 reasons.
8. If you are still not satisfied, you can then contact the Legal Ombudsman at P.O. Box 6806, Wolverhampton WV1 9WJ about your complaint. Any complaint to the Legal Ombudsman must be made within six months of you receiving a final response from us. From 1 February 2013, the time limits for the Legal Ombudsman accepting a complaint have increased to six years from the date of act/omission, and three years from the date the complainant should reasonably have know that there were grounds for complaint. For further information you should contact The Legal Ombudsman on telephone number, 0300 555 0333 or at or www.legalombudsman.org.uk
9. ‘Alternative complaints bodies such as proMediate www.promediate.co.uk exist which are competent to deal with complaints about legal services should both you and our firm wish to use such scheme. We do not agree to use proMediate.’
10. The Solicitors Regulation Authority (SRA) can also help if you are concerned about our behaviour which could cover things like discrimination because of your age / race and other factors or for taking or losing your funds. The SRA’s contact details are:- Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN, Telephone: 0370 6062555, Email address:
If we have to change any of the timescales above, we will let you know and explain why. You will not incur any fees for any time spent in dealing with your complaint.
