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.

If you are dissatisfied about any aspect of the service we provide to you, including the amount of any bill, please raise this either with the person dealing with your matter or the Supervising Partner specified in our initial letter to you.  If unresolved, you should contact our Client Care Partner, Mr Ainley and detail your full complaint in writing to him.  We have eight weeks to consider your complaint.  If we have not resolved it within this time you may complain to the Legal Ombudsman.

What will happen next?

  1. We will send you a letter acknowledging your complaint within three working days of receiving it, enclosing a copy of this procedure.
  2. We will then investigate your complaint. This will normally involve either passing your complaint to the Supervising Partner who has overall responsibility for your matter or to our Client Care Partner. They will review your file and, if necessary, speak to the member of staff who acted for you.
  3. We will invite you to a meeting to discuss and hopefully resolve your complaint. This will be done within 14 working days of sending you the acknowledgement letter.
  4. Within three working days of the meeting, we will write to you to confirm what took place and any solutions that have been 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 suggestions for resolving the matter, within 21 working days of sending you the acknowledgement letter.
  6. At this stage, if you are still not satisfied, you should contact us again within 7 working days and we will arrange for another partner to review the decision.
  7. We will write to you within 14 working days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  8. If you are still not satisfied, you can then contact the Legal Ombudsman atP.O. Box 6806, Wolverhampton WV1 9WJ about your complaint. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, or within three years of when you should reasonably have been aware of it). For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at [email protected]
  9. The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristics.  You can raise your concerns with the Solicitors Regulation Authority at http://www.sra.org.uk/consumers/problems/report-solicitor.page

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

  • In This Section

  • We would like to place on record our appreciation for the efforts of Sarah Cookson, who was our main point of contact at your Firm. She was helpful throughout and the model of efficiency.
    Mr & Mrs Brooks - Dobcross
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