Our Complaints Policy

We are committed to providing a high-quality legal service to all our clients. When something goes wrong or your are unhappy about any work we have carried out for you  we need you to tell us about it so that we can do our best to resolve the problem. This will help us to improve our standards.

If you have a complaint, please contact Mr Michael Simmonds our Complaints Handling Partner as soon as you can so that your concerns can be addressed.

 

What will happen next?

1. We will send you a letter acknowledging receipt of your complaint within five days of receiving it, enclosing a copy of this procedure.

2. We will then investigate your complaint. This will involve passing your complaint to one of our  partners, usually Mr. Michael Simmonds who will review your matter file and speak to the member of staff who acted for you.

3. Mr. Simmonds 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 7 days of the meeting, Mr. Simmonds 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. Simmonds 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 an appropriate alternative  such as review by another local solicitor or mediation 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. At the conclusion of our complaints process you will also have the right to complain to the Legal Ombudsman. 

Contact details are www.legalombudsman.org.uk  

Tel  0300 555 0333 

Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ 

Email :  enquiries@legalombudsman.org.uk 

9. If we have to change any of the timescales above, we will let you know and explain why

The Legal Ombudsman

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 you must take your complaint to the Legal Ombudsman.

  • Within six months of receiving a final response to your complaint 
  • No more than six years from the date of act/omission or 
  • No more than three years from when you should reasonably have known there was cause for complaint 

If you require further information about the Legal Ombudsman please refer to the contact details above.

The Solicitors Regulation Authority 

The Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for such matters as dishonesty, taking or losing your money or treating you unfairly because of your age, disability or other characteristic. 

You can contact the Solicitors Regulation Authority at :

www.sra.org.uk

Tel :  0370 606 2555

Address :  The Cube,  199 Wharfside Street, Birmingham, B1 1RN, DX 720293 Birmingham 47