We’ve updated of Terms of Business following updated Legal Ombudsman guidance - Click here to read more
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. We have eight weeks to consider your complaint. If we have not resolved it within this time, you may complain to the Legal Ombudsman.
1. We will send you a letter acknowledging receipt of your complaint within 3 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 the relevant Head of Department or (if the complaint is about a Head of Department) our Client Care director, Stephen Attree, who will review your matter file and speak to the member of staff who acted for you.
3. We will then invite you to a meeting to discuss and hopefully resolve your complaint. We will do this within 14 days of sending you the acknowledgement letter.
4. Within 3 days of the meeting, we will write to you to confirm what took place and any solutions he agreed with you.
5. If you do not want a meeting or it is not possible, we will send you a detailed written reply to your complaint, including our 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 our client care director (Stephen Attree) or, where appropriate, another director to review the decision.
7. 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.
8. If you are not satisfied, you can then contact the Legal Ombudsman Tel: 0300 555 0333 Email: firstname.lastname@example.org. The address is PO Box 6806, Wolverhampton, WV1 9WJ.
9. Any complaint to the Legal Ombudsman about our service must usually be made within 6 months of the end of the work we did for you or of you finding out there was a problem. If your complaint is about our conduct, you should contact the Legal Ombudsman within six months of the conduct taking place.
10. Alternative complaint bodies such as Pro Mediate UK Limited (www.promediate.co.uk) exist 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 such a scheme.
If we have to change any of the timescales above, we will let you know and explain why.
** Added to comply with the EU Directive on Consumer ADR – see