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 policy is intended to identify the cause of any problems complained of, and where appropriate, offer redress and correct any unsatisfactory procedures.
If you have a complaint, please contact us with the details. 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?
- We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
- We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, Mr David Coward, who will review your matter file and speak to the member of staff who acted for you. The exception to this is if Mr Coward has been the fee earner carrying out the work on your file, in which case you should address your complaint to his partner Miss Vicky Langdown. Your complaint should preferably be put in writing setting out your reasons.
- Mr Coward (or Miss Langdown) will then invite you to a meeting and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.
- Within three days of the meeting Mr Coward (or Miss Langdown) 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 it is not possible, Mr Coward (or Miss Langdown) will send you a detailed written reply to your complaint, including his suggestions for resolving the matter within 21 days of sending you the acknowledgement letter.
- At this stage if you are still not satisfied you should contact us again and we will arrange for another partner to review the decision.
- 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.
- If you are still not satisfied, you can then contact the
PO Box 6806
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 this period, within three years of when you should reasonably have been aware of it).
Please note that the Legal Ombudsman may not consider a complaint about a bill if you have applied to the court for it to be assessed.
Alternative complaints bodies such as Ombudsman Services exist which are competent to deal with complaints about legal services, should both you and our firm wish to use such a scheme.
We do not agree to use Ombudsman Services.