Our Complaints Policy
We believe that listening to your concerns up front is of more value to you than dealing with a complaint which you shouldn’t have to make. Good client care should be second nature and we put our clients at the heart of everything we do.
- Great client service
- Integrity and professionalism
- Our clients and our people
- Friendly, strong relationships
- Open communication
Our approach to these values is demonstrated by our commitment to providing you with efficient, high-quality legal advice and service, with a high degree of personal attention and we aim to provide this to you at a fair cost.
We invest a lot of time and energy in Client Care, and are proud of our excellent track record and reputation.
With the best will in the world, misunderstandings and problems occur from time to time. We aim to deal promptly, fairly and effectively with any concerns or issues you may have, about any aspect of our service and would really appreciate the opportunity to put things right for you.
If you are a client and you feel we have failed to meet our own standards or your expectations of us, we would ask that in the first instance you contact the supervisor responsible for the matter who will be happy to discuss it with you and we will do all that we can to resolve any issues quickly and efficiently. If you are still dissatisfied, then you are entitled to invoke our complaints process using the details below:-
Please provide clear details of your complaint, ensuring that you provide your contact details: name, address and details of the matter that we are dealing with.
Once informed of the details, we will send you written confirmation of the name of the 1st Tier Complaint Handler investigating your concern and a copy of our Complaints Policy which will inform you of the timescales involved. All complaints will be investigated promptly and thoroughly. The findings of the investigation and response will be sent to you within the timescales as set out in our complaint policy, the response will include:
- The steps taken to investigate the issue.
- The findings of the investigation.
- The action that will be taken to resolve the issue.
In the unlikely event that you are not satisfied with the final response you receive from us, having exhausted our own complaints process, you may contact the Legal Ombudsman using the following contact details:
Complaints to the Legal Ombudsman must usually be made within six months of the date of our final response to your complaint and one year from the date of the act or omission being complained about, or one year from the date when you should have realised that there was cause for complaint. For further information, you should contact the Legal Ombudsman.
Alternative Dispute Resolution (ADR)
As well as the Legal Ombudsman, there are other compliant bodies known as Alternative Dispute Resolution who are competent to deal with complaints in relation to legal services, subject to all parties to the complaint agreeing to use the scheme.
We have chosen not to use an Alternative Dispute Resolution scheme as we consider the Legal Ombudsman to be the most appropriate body to deal with resolving complaints about legal services.
As a law firm regulated by the Solicitors Regulation Authority, we must abide by principles to ensure that we behave independently, fairly and with integrity.
Referring a Complaint to the Solicitors Regulation Authority.
The Solicitors Regulation Authority can help if you feel that we have breach the SRA Principles, the SRA Standards and Regulations or the Solicitors Accounts Rules. This could be for things like general misconduct, dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.
You can contact the Solicitors Regulation Authority at Solicitors Regulation Authority, The Cube, 199 Wharf Street, Birmingham, B1 1RN. You can also call them on 03706062555 or on (+44)1213296800 for international callers. You can also visit its website to see how you can raise your concerns with the Solicitors Regulation Authority.