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.

Our Complaints Procedure

If you have a complaint, write to us with the details.

What will happen next?

1. We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within 14 working days of us receiving your complaint except in cases of urgency where we aim to respond as quickly as possible and in any event within 7 working days.
   
   
2. We will acknowledge your reply to our acknowledgement letter and confirm what will happen next.
   
   
3. We will then start to investigate your complaint. This will normally involve the following steps. Your complaint will be investigated by a Senior Director of the firm who has not been involved in the matter giving rise to the complaint
   
   
4. The Senior Director may invite you to meet and discuss and hopefully resolve your complaint.
   
   
5. If a meeting is held, the Senior Director will write to you to confirm what took place and any solutions agreed with you. If a meeting is not held, the Senior Director will send you a reply to your complaint. This will include suggestions for resolving the matter. The Senior Director will do this within 14 working days of completing the investigation or if there is genuine urgency as soon as possible and in any event within 7 working days.
   
   
6. At this stage if you are still not satisfied you can write to us again. We will then arrange to review our decision. This will happen in one of the following ways.
   • We will ask our local Law Society to review your complaint. We will let you know how long this process will take.
   • We will invite you to agree to independent mediation within 5 working days. We will let you know how long this process will take.
   
   

If we have to change any of the time-scales above, we will let you know and explain why. In the event that an independent advocate is required to investigate your complaint, we shall let you know the identity.