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, contact 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 two 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 two days 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 Mr David Hall, our Client Care and Senior Partner within three days.
- He will ask the member of staff who acted for you to reply to your complaint within five days
- He will then examine their reply and the information in your complaint file. And, if necessary, he may also speak to them. This will take up to three days from receiving their reply and the file.
5) Mr Hall will then invite you to meet him and discuss and hopefully resolve your complaint. He will do this within three days. Please note that you are not obliged to attend a meeting.
6) Within two days of the meeting, Mr Hall will write to you to confirm what took place and any solutions he has agreed with you.
If you do not want a meeting or if it is not possible, Mr Hall will send you a detailed reply to your complaint. This will include his suggestions for resolving the matter. He will do this within five days of completing his 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: –
- Another partner of the firm will review Mr Hall’s decision within ten days.
- We will ask our local Law Society or another local firm of solicitors to review your complaint within five days. We will let you know how long this process will take.
- We will invite you to agree to independent mediation within five days. We will let you know how long this process will take.
8) We will let you know the result of the review within five 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. We will also give you the name and address of the Office for the Supervision of Solicitors. If you are still not satisfied you can contact them about your complaint.
If we change any of the timescales above, we will let you know and explain why.
If at the conclusion of the complaints handling procedure you are still dissatisfied, you have the right to complain to the Legal Ombudsman (usually within 6 months of the firm concluding its complaints procedure). The Legal Ombudsman contact details are PO Box 16806, Wolverhampton, WV1 9WJ telephone number: 0300 555 0333 email address: mailto:firstname.lastname@example.org website: http://www.legalombudsman.org.uk
If your dissatisfaction relates to the invoice raised, you may also have a right to object by applying to the court for an assessment under Part II of the Solicitors Act 1974 but if you exercise this right, it will preclude a complaint to the Legal Ombudsman and if all or part of the bill remains unpaid, the firm may be entitled to charge interest.