Complaints Procedure

We are committed to providing a high quality legal service to all our clients.

When anything goes wrong, we need you to tell us about it.  We will consider your complaint and review our procedures.  This will help us to improve our standards.

  • If you have a complaint, please first contact the person dealing with your matter to try to resolve any issues through informal discussion.
  • If you are still not satisfied then you should write to our Operations Manager, Mrs Jayne Schofield with full details of your complaint, heading your letter ‘Formal Complaint.’ Details would include specific actions complained of, people involved, dates, calls/letters/emails.
  • We will acknowledge such formal complaint and tell you the name of the person (the Complaint Handler) to whom your complaint has been referred.
  • Your complaint will be investigated as soon as possible by the Complaint Handler. The Complaint Handler might ask you for clarification or for further information or detail in order to better understand the complaint and to provide a substantive response.
  • When full details of your complaint have been received and considered, the Compliant Handler will send you a written response giving reasons for either accepting or rejecting some or all of your complaint and including any suggestions for resolving the matter.
  • If having received our response you are still not satisfied, you can write to us again and we will review.
  • We estimate that we will:
    • respond to a complaint within three weeks of receipt of full details;
    • acknowledge a formal written complaint within one week of receipt;
    • conclude dealing with the complaint within eight weeks.

These estimated timescales are subject to matters beyond our control and your cooperation in the process. If these estimates are not complied with, we will explain why this has occurred.

Important note

  • If you have a complaint about us which we cannot resolve to your satisfaction within eight weeks, you can then involve:
    The Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

Telephone: 0300 5550333

  • If you are not satisfied with our final response you have up to six months from our final response to take your complaint to the Legal Ombudsman.
  • There is a time limit of six years from when the problem occurred or three years from when you should reasonably have become aware of the problem to complain to the Legal Ombudsman. The Legal Ombudsman will not accept complaints where the act or date of awareness occurred before 6 October 2010. Some clients cannot use the Legal Ombudsman scheme. Further details can be obtained from the Legal Ombudsman. If in doubt, enquire.

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