Complaints Procedure

If you are dissatisfied with the service we have provided you have the right to complain and the process is quite straightforward.

In the first instance you must register an official complaint with us. Please contact the solicitor dealing with your matter, or the supervising Partner. Their names and contact details will be in the engagement letter you received when you first instructed the firm on the relevant matter. We are happy to deal with your complaint by informal discussion or in writing, at your choosing. We will always respond substantively to complaints within 56 days of receiving them, in line with the Legal Ombudsman’s expectations. Wherever possible, we will respond sooner.

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 contact the legal ombudsman  or The Legal Ombudsman PO Box 6167 Slough SL1 0EH Tel: 0300 555 0333

If your complaint relates to fees you may be entitled to have them reviewed by the court by applying for an assessment of the bill under Part III of the Solicitors Act 1974. If you take advantage of this procedure within a month from the date of our invoice, your right to a detailed assessment is unconditional.

If you delay beyond a month the court may impose conditions. Once a year has elapsed since the date of the bill you will lose the right to a detailed assessment unless there are special circumstances.

Alternatively, if you consider that we have breached a regulatory obligation, you may refer the matter directly to the SRA here: https://www.sra.org.uk/consumers/problems/report-solicitor/. The postal address is Solicitors Regulation Authority The Cube 199 Wharfside Street Birmingham B1 1RN. You may also telephone them on 0370 606 2555 or email them at [email protected].