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 at any time you are at all unhappy with any aspect of our handling of your matter, including concerns about any aspect of the costs, please contact Tim Clarke, our Client Care Partner. If we have to change any of the responsibilities or the timescales set out below we will let you know and explain why.
Please note that we will only deal with complaints that are raised by following this procedure. We ask that you give us the opportunity to deal with your complaint through the correct channels as we will not respond to complaints/issues raised on social media or review sites.
What will happen next?
- We will carry out a review of your file and ask for comment from the fee earner(s) who have been involved and appear to have some knowledge of matters involved in order to properly consider your complaint.
- We will then write to you setting out our view of the matter and saying whether we do feel your complaint is supported by what we have concluded from our review. In some cases we may need to ask you for more information before we can come to a concluded view, in which case we will write to you and explain what information we need. This should not take more than 10 working days, but if we feel we do need longer we will let you know as soon as possible.
- Having come to our conclusion, if we feel your complaint is justified in any way we will tell you and let you know what we propose to do to try and satisfy you on it. This may involve discounting our fees and/or offering you compensation, or any other remedy that we feel may be appropriate in the circumstances.
- If you are satisfied with our conclusion, then, subject to dealing with the agreed remedy if appropriate, we will then close the complaint on that basis. If however you are dissatisfied you may decide on one or more of the following:
- you may write and ask us to re-consider, setting out any points that you feel we may have not taken into account, misunderstood or for any other reason you feel we should review. We will acknowledge receipt of your letter within 3 working days and let you know if we feel any points you have made do appear to require us to review our decision (in which case we will tell you when you can then expect to hear from us again following that review) or whether we feel we have already taken the relevant points into account.
- you may ask to meet with us to discuss the complaint. We will then contact you within 3 working days to arrange a convenient appointment to meet with you at our office. At that meeting we will listen carefully to what you have to say and discuss the matter with you. If we can reach a satisfactory conclusion at the meeting we will write to you within 3 working days following that meeting to confirm this. If we cannot reach this conclusion, it may be because you have raised matters that we do feel we need to review, in which case we will tell you this at our meeting and then write to you within 3 working days to give our conclusion following that review. If however at the meeting we feel nothing has been raised that will affect our conclusion, we will tell you and then confirm this in writing within 3 working days.
- you may raise your complaint with the Legal Ombudsman. They are the independent body that deals with complaints involving solicitors. Their address and other contact detail is:
The Legal Ombudsman
PO Box 6806
Telephone: 0300 555 0333
- you may use an alternative complaints body (such as Small Claims Mediation www.small-claims-mediation.co.uk) which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. We agree to use Small Claims Mediation.