Complaints Policy

The Practice has a written complaints procedure and obviously endeavours to ensure that any complaints are addressed promptly, fairly and effectively in accordance with that policy which can be provided to you on request. If you are in any way dissatisfied with our professional services, please make the fact known to us, and the complaint handling procedure will entitle you to refer the complaint to another Partner in the office who has not had the direct conduct or supervision of your case.

At the conclusion of the internal complaints procedure, if you are not satisfied with the outcome that has been reached, you have the right to complain to the Legal Ombudsman, who will assess your complaint independently.

The ombudsman can be contacted on 0300 555 0333 or via the website www.legalombudsman.org.uk or by emailing to enquiries@legalombudsman.org.uk. If you are calling from overseas the number is +44 121 245 3050 or you can write to Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ. You must take your complaint to the ombudsman: within six months of receiving a final response to your complaint and, no more than one year from the date of act/omission; or no more than one year from when you should reasonably have known there was cause for complaint.

If your complaint is about our professional behaviour, such as concerns regarding dishonesty or discrimination, and we are unable to resolve your concerns through our internal complaints procedure, you are entitled to refer the matter to the Solicitors Regulation Authority (SRA).

The SRA can be contacted on 0370 606 2555 or via the website www.sra.org.uk. If you are calling from overseas the number is +44 121 329 6800.  

Obviously, we hope that there will not be anything that gives you cause for concern, but if it is the case, please do not hesitate to contact us so that we can endeavour to resolve the matter promptly.

If a client wishes to complain about the quality of service they are receiving, or have received, in the first instance it would be the responsibility of the relevant Fee Earners to ensure that the complaint is fully considered. In doing so, the client should be notified that the matter is being considered. If the complaint has been resolved to the satisfaction of the client this will be confirmed, if appropriate, in writing. If a complaint has not been resolved to the satisfaction of the client, a partner will advise the client in writing of the next steps open to the client in terms of the referring the complaint to a partner in the office to review the matter and seek to resolve the complaint.

A complaint is an expression of dissatisfaction by a client about our service or the service of a third-party instructed by us on the client’s behalf, however it is expressed. The Practice endeavours to adopt a positive approach to complaints on the basis they provide an opportunity for service improvement.