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 contact the supervising partner or, if you would prefer not to speak to the supervising partner, the senior partner or other partner if specified in our letter of engagement.  Once you have contacted us the following procedure will apply:-

  • We will send you a letter acknowledging your complaint and enclosing a copy of this procedure. We will also let you know the name of the person who will be dealing with your complaint.  You may expect to receive our letter within two working days of our receiving your complaint.
  • We will record your complaint in our central register and open a file for your complaint. We will do this within one working day of receiving your complaint.
  • If necessary, the person dealing with your complaint will ask you to confirm or explain the details set out in your complaint. He/she will do this within five working days of our receiving your complaint. If the person dealing with your complaint has asked you to confirm or explain the details set out in your complaint, he/she will acknowledge your reply and advise you what will happen next. You may expect to hear from him/her within five working days of your reply. If the person dealing with your complaint has not asked you for confirmation or explanation of the details set out in your complaint, he/she will advise you what will happen next within five working days of our original acknowledgement of your complaint.
  • The person dealing with your complaint will then investigate your complaint. It is intended to complete the investigation within 10 working days of the expiry of the time periods set out in 3 above.
  • Once the investigation has been completed, the person dealing with your complaint will invite you to meet him/her to discuss and, it is hoped, resolve it. This will be done within two working days of completion of the investigation.
  • Within two working days of the meeting the person dealing with your complaint will write to you to confirm what took place and any solutions which have been agreed with you.
  • If you do not want a meeting or it is not possible to arrange one within a reasonable time, the person dealing with your complaint will send you a detailed written reply to your complaint. If appropriate, this will include our suggestions for resolving the matter. We will also give you the name and address of the Legal Ombudsman. If you are not satisfied with our response to your complaint, you may contact him/her about it. This will happen within 10 working days of the completion of the investigation.

If we have to change any of the timescales above, we will let you know and explain why.