Complaints

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. If you have a complaint, please contact us with the details.

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
  1. We will then investigate your complaint. This will normally involve passing your complaint to our Compliance Manager David Bush, who will review your matter file and speak to the member of staff who acted for you.
  1. David Bush will then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.
  1. Within three days of the meeting, David Bush will write to you to confirm what took place and any solutions he has agreed with you.
  1. If you do not want a meeting or if it is not possible, David Bush will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
  1. At this stage, if you are still not satisfied, you should contact us again and we will arrange for our Managing Director Simon David or someone unconnected with the matter at the firm to review the decision.
  1. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  1. If you are still not satisfied, you can contact the Legal Ombudsman. However the Ombudsman’s powers are limited in certain respects as they can only accept complaints from individuals and certain small businesses and organisations. Full details of the kinds of complaints which the Ombudsman will accept can be found on their website at http://www.legalombudsman.org.uk/ and their address and contact details are: PO Box 6806 Wolverhampton WV1 9WJ (email: enquiries@legalombudsman.org.uk; telephone: 0300 555 0333 between 8.30 am and 5.30 pm). Do not send originals of anything to them.

If you are entitled to make a complaint to the Ombudsman, please note that you must normally do so within 6 months of receiving a final written response from us about your complaint. Complaints must be made within 6 years from the date of the problem happening or 3 years from when you found out about the problem. The Ombudsman will not accept complaints where the act/omission/date of awareness was before 6 October 2010.  You should also note that the Ombudsman may not consider a complaint about a bill if you have applied to the court for it to be assessed.

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