Complaints Handling Procedure

Our aim is to provide a high quality legal service to all our clients. We understand that sometimes things go wrong and if they do we need to know about them so that we can learn from them and see what we can do better. We have a complaints procedure so that we can make sure your complaint is dealt with fairly and effectively.

Our complaints procedure

If you have a complaint, please contact us with the details. Although it is not essential in making your complaint it would be helpful if you could provide the details in writing.

What happens next?

1. We will acknowledge receipt of your complaint within 5 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 Jill Palmer who is the Complaints Handling Officer (CHO) who will review your matter file and speak to the person who acted for you.
   
   
3. If the complaint that you are raising involves the CHO then the matter will be reviewed by one of the other partners.
   
   
4. Sometimes as a result of reviewing the file we will need further information which may mean we need to telephone you or meet with you.
   
   
5. We may then invite you to a meeting to discuss and hopefully resolve your complaint. We will do this within 20 working days of sending you the acknowledgement of your complaint.
   
   
6. Within 5 working days of the meeting the CHO will write to you to confirm what took place and any solutions they agreed with you.
   
   
7. If you do not want a meeting or this is not possible or appropriate then the CHO will send you a detailed written reply to your complaint including suggestions for resolving the matter within 20 working days of sending you the acknowledgement letter.
   
   
8. If we are unable to resolve your complaint within 8 weeks of receiving full details you can ask the Legal Ombudsman at PO Box 6806 Wolverhampton WV1 9WJ to consider your complaint. Normally you need to bring a complaint to the Legal Ombudsman within 6 months of receiving a final written response from us about your complaint or within 6 years of the date of the act or omission about which you are complaining or within 3 years of the date you should reasonably have known there were grounds for complaint if the act or omission was more than 6 years ago. Please note the Legal Ombudsman will not accept complaints about issues that took place before 6th October 2010. For further information you should contact the Legal Ombudsman on 0300 555 0333 or refer to www.legalombudsman.org.uk or email enquiries@legalombudsman.org.uk .
   
   
9. The Solicitors Regulation Authority can help 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 characteristic. Visit its website to see how you can raise your concerns with the Solicitors Regulation Authority at www.sra.org.uk.
   
   
10. If we have to change any of the timescales above we will let you know and explain why.