COMPLAINT PROCEDURE
We will send you a letter acknowledging the receipt of your complaint within 3 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 Director, the Principal of the firm, who will then review your matter file and speak to the member of staff who acted for you.
The Principal of the firm will then invite you to a meeting to discuss and hopefully resolve your complaint. She will do this within 14 days of sending you the acknowledgement letter.
Within three days of the meeting, the Principal of the firm will write to you to confirm what took place, and any solution she has agreed with you.
If you do not wish to attend a meeting or it is not possible, the Principal of the firm will send you a detailed written reply to your complaint, including her 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 an appropriate alternative such as review by another solicitor 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, explaining our reasons. If you are still not satisfied, you can then contact the Legal Ombudsman.
The Legal Ombudsman is also able to assist you with your complaint if the matter has not been resolved with our firm. They will independently investigate your complaint which will not affect the way we handle your case.
The complaint must have been brought to our attention and tried to be resolved by us before the Legal Ombudsman is contacted. If you wish to speak to the Legal Ombudsman, your complaint must be:
- Within six months of receiving our final response to your complaint
- No more than one year from the date of the act or omission being complained about; or
- No more than one year from the date when you should reasonably have known that there was cause for complaint. You can contact the Legal Ombudsman on enquiries@legalombudsman.org.uk.
Please note that in January 2024 the Legal Ombudsman changed their address. It is now:
Legal Ombudsman PO Box 6167 Slough SL1 0EH
COMPLAINT PROCEDURE
- We will send you a letter acknowledging the receipt of your complaint within 3 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 Director, the Principal of the firm, who will then review your matter file and speak to the member of staff who acted for you.
- The Principal of the firm will then invite you to a meeting to discuss and hopefully resolve your complaint. She will do this within 14 days of sending you the acknowledgement letter.
- Within three days of the meeting, the Principal of the firm will write to you to confirm what took place, and any solution she has agreed with you.
- If you do not wish to attend a meeting or it is not possible, the Principal of the firm will send you a detailed written reply to your complaint, including her 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 an appropriate alternative such as review by another solicitor 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, explaining our reasons. If you are still not satisfied, you can then contact the Legal Ombudsman.
The Legal Ombudsman is also able to assist you with your complaint if the matter has not been resolved with our firm. They will independently investigate your complaint which will not affect the way we handle your case.
The complaint must have been brought to our attention and tried to be resolved by us before the Legal Ombudsman is contacted. If you wish to speak to the Legal Ombudsman, your complaint must be:
- Within six months of receiving our final response to your complaint
And
- No more than one year from the date of the act or omission being complained about; or
- No more than one year from the date when you should reasonably have known that there was cause for complaint. You can contact the Legal Ombudsman on enquiries@legalombudsman.org.uk.
Please note that in January 2024 the Legal Ombudsman changed their address. It is now:
Legal Ombudsman PO Box
6167 Slough
SL1 0EH
- We will send you a letter acknowledging receipt of your complaint within 3 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 Manager.The Principal of the firm, who will then review your matter file and speak to the member of staff who acted for you.
- The Principal of the firm will then invite you to a meeting to discuss and hopefully resolve your complaint. She will do this within 14 days of sending you the acknowledgement letter.
- Within three days of the meeting, the Principal of the firm will write to you to confirm what took place, and any solution she has agreed with you.
- If you do not want a meeting or it is not possible, the Principal of the firm will send you a detailed written reply to your complaint, including her 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 an appropriate alternative such as review by another solicitor 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 complain explaining our reasons If you are still not satisfied, you can then contact the
Legal Ombudsman PO BOX 6806 Wolverhampton WV1 9WJ
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 of this period, within three years of when you should reasonably have been aware of it). For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at
enquiries@legalombudsman.org.uk.
