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, contact us with the details.

What will happen next?

1. We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within three days ofus receiving your complaint.
2. We will record your complaint in our central register and open a separate file for your complaint. We will do this within 2 days ofreceiving your complaint.
3. We will then start to investigate your complaint. This will normally involve the following steps:
   • We will pass your complaint to Nicola Hall, our Client Care officer, within three days
   • She will ask the member of staff who acted for you to reply to your complaint within five days
   • She will then examine their reply and the information in your complaint file, and if necessary she will speak to them. This will take one to three days from receiving their reply and the file.
4. Nicola Hall will then invite you to a meeting and discuss and hopefully resolve your complaint. She will do this within three days.
5. Within two days of the meeting Nicola Hall will write to you to confirm what took place and any solutions she has agreed with you. If you do not want a meeting or it is not possible, Nicola Hall will send you a detailed reply to your complaint. This will include her suggestions for resolving the matter. She will do this within five days of completing the investigation.
6. At this stage, if you are still not satisfied you should contact us again. We will then arrange to review our decision.
7. We will let you know the result of the review within five days of the end of the review. At this time we will write to you confirming our final decision on your complaint and explaining our reasons.
8. If you are still not satisfied you can contact the Legal Ombudsman at PO Box 6806, Wolverhampton WVl 9WJ.
9. If you have a concern about our professional behaviour you can contact the Solicitors Regulation Authority who may be able to help you.
   Their contact details are:
   The Cube
   199 Wharfside Street
   Birmingham
   B1 1RN

   0370 606 2555

If we have to change any of the timescales above or personnel handling your complaint, we will let you know and explain why.