Complaints procedure

Our commitment

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

How to make a complaint

In the first instance we would encourage you to contact the person who is working on your case to discuss your concerns if you have not already done so, and we will do our best to resolve any issues at this stage. You can contact us in writing or by telephone. To help us to respond to your concerns promptly please include the following details:

  • Your full name and contact details
  • Your file reference number if you know it
  • What you think we have got wrong
  • How you think we could best resolve your concerns

If the matter remains unresolved or you wish to escalate your complaint, please raise it with the Head of Department, whose details will have been provided to you in the Client Care Letter that was sent to you when we confirmed instructions to act on your behalf and will be provided again on request.  If you are not satisfied with the outcome the matter will be escalated to our complaints partner.

What you can expect from us

We will acknowledge all complaints in writing and within two working days.

We will deal with complaints fairly and promptly and will keep you informed about the progress of your complaint – if you have a preference to be updated by email, telephone or post, please let us know.

We will investigate the facts fully and will write to you at the end of our investigation to tell you what we have done, our conclusions, and what we propose to do to resolve your complaint. Where possible, we will aim to do this within 21 days of the date of our acknowledgement.  Where this is not possible, we will let you know why that is and give you an indication of when we expect to be in a position to respond in detail.

We will not charge you for handling your complaint.

If you are not satisfied with the outcome

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case. The Legal Ombudsman’s service is free of charge.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first.  The Legal Ombudsman rules state that we have eight weeks to review complaints. The Legal Ombudsman may begin an investigation after this eight-week period has finished, or once we have sent you our final written response to your complaint (if this is within the eight weeks). In exceptional cases the Legal Ombudsman can consider the complaint earlier.

The Legal Ombudsman’s timescales for accepting complaints stipulates that you must refer your complaint within six months of our final written response to your complaint and within six years of the act or omission about which you are complaining occurring (or within three years of you becoming aware of it).

Further information can be obtained direct from the Legal Ombudsman:

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9am to 5pm.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

The Solicitors Regulation Authority can help with advice if you are concerned about our behaviour, for example if you have concerns about our integrity, or treating you unfairly because of your age, a disability or other characteristic. Below are their contact details:

Solicitors Regulation Authority
The Cube
199 Wharfside Street
Birmingham
B1 1RN
DX 720293 BIRMINGHAM 47

email: report@sra.org.uk

The Information Commissioner’s Office can help with advice if you are concerned about data protection issues.

Below are their contact details:

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Telephone: 0303 123 1113