Complaints procedure
We are committed to providing a high-quality legal service and dealing fairly with concerns.
Raising a concern
If you are unhappy with our service, charges or any aspect of your matter, you may first raise the issue with the person dealing with the matter, but you are not required to do so before making a formal complaint.
Formal complaints
A formal complaint may be made to either partner by writing, email, telephone or at a meeting. If the partner complained about was substantially involved, the other partner will ordinarily deal with the complaint. If neither partner can fairly investigate it, another suitably experienced person will be arranged.
Our process
We normally acknowledge a formal complaint within five working days. We will investigate it fairly, reviewing the file and relevant records and obtaining further information where necessary. We aim to provide a substantive written response within 21 days of acknowledgement and will endeavour to conclude the process within eight weeks of receiving the complaint.
If you remain dissatisfied
Where appropriate, the outcome may be reviewed by the other partner or another suitably experienced person who has not previously investigated the complaint.
Legal Ombudsman
If we cannot resolve your complaint, the Legal Ombudsman may be able to consider it. Generally, a complaint should be made to the Legal Ombudsman within six months of our final written response and no more than one year from the act or omission complained of, or from when you should reasonably have known there was cause for complaint.
Legal Ombudsman, PO Box 6167, Slough SL1 0EH
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Solicitors Regulation Authority
The SRA deals with concerns about professional conduct and regulatory breaches. Information about reporting concerns is available from the SRA.
There is no charge for dealing with a complaint and you will not be treated adversely because you have raised one.