Complaints Procedure

OUR COMPLAINTS POLICY

We are committed to providing a high-quality legal service to all our clients. If 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 please contact us with details.

WHAT WILL HAPPEN NEXT?

  1. We will send you a letter acknowledging receipt of your complaint within seven days of us receiving the complaint, enclosing a copy of this procedure, or alternatively reply to your complaint within fourteen days also enclosing a copy of our complaint’s procedure.
  • We will then investigate your complaint. This will normally involve passing your complaint to our client care director, Alistair Heseltine or in the case of a complaint against him to David Raybould (Director) who will review your matter file and speak to whoever acted for you.
  • We will then if appropriate, invite you to a meeting to discuss and hopefully resolve your complaint. We will do this withing 14 days of sending you the acknowledgement letter.
  • Within 7 days of the meeting, we will write to you to confirm what took place and any solutions agreed with you.
  • If you do not want a meeting or it is not appropriate, then we will send you a detailed written reply to your complaint including any suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
  • If you are still not satisfied, you can then contact the Legal Ombudsman at:

PO BOX 6806, Wolverhampton, WV1 9WJ

0300 555 0333

enquiries@leglombudsman.org.uk    www.legalombudsman.org.uk about your complaint.

Any complaint to the Legal Ombudsman must usually be made within 12 months of the date of our final decision on your complaint.

Should your complaint relate to the Firms bill for our services then you may have the right to apply to court for an assessment under Section 70, 71 and 72 of the Solicitors Act 1974 but if you are able and exercise this right it will preclude any complaint to the Legal Ombudsman and if all or any part of the bill remains unpaid then the Firm may be entitled to charge interest.

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