Complaints Procedure

We want to give you the best possible service. However, if you are dissatisfied with the service you have received, or with a bill, you have the right to make a complaint. Our policy is to look at complaints objectively and take a constructive approach to reaching a satisfactory conclusion. Our procedure is as follows:

In the first instance it may be helpful to contact the partner who is responsible for the matter concerned or, if this is not appropriate or the complaint is in relation to more general matters, contact Felicity Rice, the firm’s Compliance Officer for Legal Practice.

A complaint will be acknowledged within 3 working days and we will do our best to resolve any problems quickly and to your satisfaction. Your file will be carefully reviewed by the partner responsible for the matter and such wider enquiries as may be necessary will be made within the firm. A full response will be made as soon as practicable and usually within 21 days. If that is not possible, you will be informed as to when you will receive a full response. The response will usually be in writing, and a meeting may be suggested. We will inform you of our view of your complaint and how we propose to resolve it. If you are not satisfied with our response, your complaint will be referred to Felicity Rice, the firm’s Compliance Officer for Legal Practice.

The Solicitors Regulation Authority has procedures for dealing with matters such as dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. Further information can be found at: www.sra.org.uk.

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first; if you have, then please bear in mind that complaints to the Legal Ombudsman are subject to strict time limits as follows:

  • within six months of receiving a final written response to your complaint from us; and
  • one year from the date of the act/omission giving rise to the complaint; or
  • one year from when you should reasonably have known there was cause for complaint.

Whichever is the earliest to occur.

If you would like more information about the Legal Ombudsman, please contact them:
Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 10am to 4pm
Email: enquiries@legalombudsman.org.uk
Address: Legal Ombudsman, PO Box 6167, Slough SL1 0EH

You may also be able to object to our bill by applying to the Court for an assessment under Part III of the Solicitors Act 1974. If you exercise this right you could be prevented from making a complaint to the Legal Ombudsman. In addition, if you apply to the Court for an assessment and if all or part of the bill remains unpaid at the end of that assessment, we are entitled to charge interest. There are strict time limits that apply to this process and you may wish to seek independent legal advice.