Complaints

Complaints handling

Our aim is to offer all our clients an efficient and effective service at all times.  Our clients and our staff are of first importance to us.  We hope that you will be pleased with the work we do for you.  However, should there be any aspect of our service with which you are unhappy, please raise your concern in the first place with the fee earner responsible for your work.  If you still have queries or concerns please contact James Wood who is our Client Care Partner.

When a formal complaint is made, we will send you a letter acknowledging receipt of your complaint within five days of receiving the complaint, enclosing a copy of this procedure. If you require the information in an alternative format such as large print please let us know. We will then investigate your complaint. This will normally involve passing your complaint to James Wood who will review your matter file and speak to the member of staff who acted for you. James Wood will then invite you to a meeting to discuss and, it is hoped, resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter. Within three days of the meeting, James Wood will write to you to confirm what took place and any solutions he has agreed with you. If you do not want a meeting or it is not possible, James Wood will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter. At this stage, if you are still not satisfied, you should contact us again to explain why you remain unhappy with our response and we will review your comments. Depending on the matter we may at this stage arrange for another partner to review the decision. 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. 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 usually be made within six months of you receiving a final written response from us about your complaint. The Legal Ombudsman has a Complaints Acceptance Policy which sets out the timeframes in which they would expect you to raise any complaint with them. For further information, you should contact the Legal Ombudsman on 0300 555 0333 or enquiries@legalombudsman.org.uk or refer to www.legalombudsmans.org.uk. If we have to change any of the timescales above, we will let you know and explain why.

Note that the Legal Ombudsman Service cannot be used by businesses or most other organisations, unless they are below certain limits. As well as your right to complain about any of our bills under our complaints procedure, you can also apply for the bill to be assessed by the Courts under Part (iii) of the Solicitors Act 1974, in which case the Legal Ombudsman may not consider your complaint. We are regulated by the Solicitors Regulation Authority (‘SRA’) and so are subject to the provisions of the SRA Code of Conduct and the SRA Handbook.  Copies can be obtained from the SRA website, http://www.sra.org.uk.