Complaints Handling Procedure

1. Our complaints policy

We are committed to providing high-quality legal advice and representation to our clients. If you are unhappy with the service provided, you may wish to lodge a complaint.

2. Our complaints procedure

If you have a complaint, please contact us with the details. Please provide as much information as possible as this will help us address your complaint. We will not charge you for investigating your complaint.

3. What will happen next?

i. We will then investigate your complaint. This will normally involve passing your complaint to our client care officer, Kathryn Duffy, who will review your file and investigate your complaint.

ii. Alternatively, a senior solicitor may investigate and respond to your complaint.

iii. You may be invited to a meeting to discuss and hopefully resolve your complaint.

iv. If a meeting is not feasible, we will send to you a detailed written reply to your complaint within 6 weeks of receiving your complaint.

v. At this stage, if you are not satisfied, you should contact us again and we will arrange for a further review, taking into account any additional comments that you make.

vi. We will write to you within 21 days of any further review, confirming our final position on your complaint and explaining our reasons.

If you are still not satisfied, you can then contact the Legal Ombudsman, PO Box 6806 Wolverhampton, WV1 9WJ about your complaint.

Any complaint to the Legal Ombudsman must usually be made within 12 months from when the problem occurred or from when you should reasonably have become aware of the problem. In addition, you should contact the Legal Ombudsman within 6 months of receiving our final response to you addressing your complaint.