Our Complaints Procedure

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, please write to 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 2 days of us 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 a day of receiving your complaint.

3. We will acknowledge your reply to our acknowledgement letter and confirm what will happen next.You can expect to hear from us within a day of your reply.

4. We will then start to investigate your complaint.This will normally involve the following steps:-

  • We will pass your complaint to Verity Fytche, our Client Care Manager, within 3 days.
  • She will ask the member of staff who acted for you to reply to your complaint within 5 days.
  • She will then examine their reply and the information in your complaint file.And, if necessary, she may also speak to them.This will take up to 3 days from receiving their reply and the file.

5. Ms Fytche will then invite you to meet her and discuss and hopefully resolve your complaint.She will do this within 3 days.

6. Within 2 days of the meeting, Ms Fytche 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, Ms Fytche will send you a detailed reply to your complaint.This will include her suggestions for resolving the matter.She will do this within 5 days of completing her investigation.

7. At this stage, if you are still not satisfied you can write to us again.We will then arrange to review our decision.This will happen in one of the following ways:-

  • A partner of the firm will review Ms Fytche’s decision within 10 days.
  • We will ask our local Law Society or another local firm of solicitors to review your complaint within 5 days.We will let you know how long this process will take.
  • We will invite you to agree to independent mediation within 5 days.We will let you know how long this process will take.

8. We will let you know the result of the review within 5 days of the end of the review.At this time, we will write to you confirming our final position on your complaint and explaining our reasons.

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

9. If you still feel that your complaint has not been resolved satisfactorily, you may refer your complaint to our regulatory body details of which are set out below.

Any complaint to the Legal Ombudsman or Solicitors’ Regulation Authority must be made within 6 months of your last contact with us. It must also be made within 6 years from the date of the act or omission or 3 years from the date on which you could reasonably have known that there were grounds for a complaint.

The Legal Ombudsman deals with complaints concerning poor service:

Telephone: 0300 555 0333 - E-mail: enquiries@legalombudsman.org.uk

The Solicitors’ Regulation Authority deals with complaints concerning professional standards such as acting independently, fairly and with integrity:

SRA Visit: http//www.sra.org.uk/consumershttp://www.sra.org.uk/consumers/problems/report-solicitor.pageprobl...