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 contact us with the details.
What will happen next
1. We will send you a letter acknowledging receipt of your complaint within 3 working days of us receiving the complaint enclosing a copy of this procedure.
2. We will then investigate your complaint. This will normally involve passing your complaint to our client care partner Ralph Freeman (or if he or Stephanie Cumberland is the person who had conduct of your matter Roger Covell) who will review your matter file and speak to the member of staff who acted for you.
3. Ralph Freeman or Roger Covell as appropriate 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.
4. Within 3 days of the meeting Ralph Freeman or Roger Covell as appropriate will write to you to confirm what took place and any solutions he has agreed with you.
5. If you do not want a meeting or it is not possible Ralph Freeman or Roger Covell as appropriate 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.
6. At this stage if you are still not satisfied you should contact us again and we will arrange for another partner to review the decision.
7. We will write to you within 14 days of receiving your request for review confirming our final position on your complaint and explaining our reasons.
8. If you are still not satisfied you can then contact the Office for Legal Complaints, known as the Legal Ombudsman, at P O Box 15870, Tamworth, B77 9LE about your complaint. Any complaint to the Legal Ombudsman must usually be made within 6 months of the date of our final decision on your complaint but for further information you should contact the Legal Ombudsman (0300 555 0333 or refer to www.legalombudsman.org.uk).
If we have to change any of the timescales above we will let you know and explain why.
Your right to complain/Solicitors Regulation Authority” for which the link is www. sra.org.uk/consumers/instructing/your-right-to-complain/
Bring your complaint to us /Legal Ombudsman” for which the link is www.legalombudsman.org.uk/information-centre/consumer-resources/bringing-a-complaint-to-us