Complaints Procedure

The Solicitors Regulation Authority Transparency Rules require us to publish details of our complaints procedure which is set out below:-

Our aim at all times is to provide a prompt, efficient and courteous service to our clients.  If at any time you would like to discuss with us how our service to you could be improved, or if you are dissatisfied with the service you are receiving, please contact the person dealing with your matter.  If we have given you a less than satisfactory service we will do everything reasonable to rectify the situation.

If you are unhappy with the response that you receive from the person responsible for your matter, please refer to your Terms and Conditions of Engagement which will provide you with the name of the supervisor to contact.   We will try to resolve any problem quickly and we operate an internal complaints handling system to help us to resolve the problem between ourselves.  If your complaint has not been resolved to your satisfaction within 8 weeks of making the complaint, you may be able to complain to the Legal Ombudsman. However, the Ombudsman's powers are limited in certain respects as they can only accept complaints from individuals and certain small businesses and organisations.  Full details of the kinds of complaints which the Ombudsman will accept can be found on their website at http://www.legalombudsman.org.uk and their address and contact details are: PO Box 6806 Wolverhampton WV1 9WJ (email: enquiries@legalombudsman.org.uk; tel: 0300 555 0333).

Please note that you can usually only contact the Ombudsman within 6 months of receiving a final written response from us about your complaint.  Complaints must be made within 6 years from the date of the act/omission or 3 years from when you should have known about the complaint.  The Ombudsman will not accept complaints where the act/omission/date of awareness was before 6 October 2010.  You should also note that the Ombudsman may not consider a complaint about a bill if you have applied to the court for it to be assessed