Complaints Handling Policy: 

Our complaints policy

This firm is 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. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman.

What will happen next?  

1. On receipt of the complaint you will be sent a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.  

2. Your complaint shall then be investigated.  

3. You will then be invited to a meeting to discuss and hopefully resolve your complaint this will be within 14 days of sending you the acknowledgement letter. 

4. Within three days of the meeting, you will receive written confirmation of what took place and any solutions agreed with you.  

5. If you do not want a meeting or it is not possible, you will be sent a detailed written reply to your complaint, including 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 a further review of this firm’s decision.  

7. Within 14 days of receiving your request for a review, you will receive a response confirming the final position on your complaint and explaining our reasons.  

8. What to do if we cannot resolve your complaint

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 you must take your complaint to the Legal Ombudsman:

• Within six months of receiving our final response to your complaint; and

• No more than one year from the date of the act or omission being complained about; or

• No more than one year from the date when you should reasonably have known that there was cause for complaint.

For more information about the Legal Ombudsman contact:

www.legalombudsman.org.uk Call: 0300 555 0333 between 9.00 to 17.00. Email: enquiries@legalombudsman.org.uk Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help 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.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.