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.

If you have a complaint, please contact us with the details.

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within seven days of receiving it, enclosing a copy of this procedure.
  2. We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, Mr J M Warbey, who will review your matter file and speak to the member of staff who act for you.
  3. Mr Warbey will then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.
  4. Within three days of the meeting, Mr Warbey will write to you to confirm what took place and any solutions he has agreed with you.
  5. If you do not want a meeting or it is not possible, Mr Warbey 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.
  6. 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.
  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 we do not hear from you within 8 weeks of the date of the Final Response Letter, we will consider your complaint closed.
  9. If you are not satisfied with our handling of your complaint you can ask the Legal Ombudsman at PO Box 6167, Slough, SL1 0EH or by telephone on 0300 555 0333 or by email at enquiries@legalombudsman.org.uk to consider your complaint. Normally, you will need to bring a complaint to the Legal Ombudsman within one year from the date of any alleged act or omission or within one year of when you should have realised that there was cause for complaint and within six months of receiving a final response from us about your complaint. Worked being carried out on your behalf is covered by our Professional Indemnity Insurance, full details of which can be obtained at our offices.

The Solicitors Regulation Authority

The Solicitors Regulation Authority can help you 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.

You can raise your concerns with the Solicitors Regulation Authority by completing the Solicitors Regulation Authority’s form.

You can complete this form electronically or print it and fill it in manually. You can return this form, with supporting documents, by email to report@sra.org.uk or post to:

Solicitors Regulation Authority
The Cube
199 Wharfside Street
Birmingham
B1 1RN

For guidance on the complaints process, call the Solicitors Regulation Authority contact centre.