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.

We will ensure that all complaints are investigated promptly and thoroughly.  If we have to change any of the timescales below, we will let you know and explain why.

Our complaints procedure

If you have a complaint about any aspect of our service (including any complaint about our charges), please make known your concern to the member of the firm who has been advising you.  You can also refer this complaint directly to the firm’s Client Care Partner, Philip Westcott.  If the Client Care Partner was involved in the matter which gave rise to your complaint, it will be handled by an independent Partner.

What will happen next?

1. If the adviser concerned is unable to resolve the problem to your satisfaction, the complaint will be referred to the firm’s Client Care Partner, who will send you a letter acknowledging receipt of your complaint, enclosing a copy of this procedure.  You will normally receive this letter within three working days of the complaint.
2. We will then investigate your complaint.  This will normally involve our Client Care Partner reviewing your file and speaking to the member of staff who acted for you.
3. Our Client Care Partner will then invite you to a meeting to discuss and hopefully resolve your complaint.  This will be arranged within 14 days of sending you the acknowledgement letter.
4. Within three working days of the meeting, our Client Care Partner will write to you to confirm the discussions that took place, and any solutions you agreed.
5. If it is not possible to arrange a meeting, or you do not wish to attend a meeting, our Client Care Partner will send you a detailed written reply to your complaint, including suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
6. If you are still not satisfied at this stage, you should contact us again and we will arrange for another Partner unconnected with the matter 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 still not satisfied, you can contact the Legal Ombudsman about your complaint, at the Office of the Legal Services Ombudsman, 3rd Floor, Sunlight House, Quay Street, Manchester, M3 3JZ.  Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final decision on your complaint.  For further information you should contact the Legal Ombudsman on 0845 601 0794 or refer to www.legalombudsman.org.uk
9. If the complaint related to our bill, quite separately from the above, there may also be a right to object to it by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974.  However, if all or part of the bill remains unpaid and the complaint is not upheld we may charge interest on the amount outstanding.