Complaints Procedure

What to do if you’re not happy

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 of service.

If you are not happy with the service you have received, and we have been unable to resolve them to your satisfaction informally, please set out your concerns in writing to the Legal Director.

We will arrange for your complaint to be investigated as follows

You will receive an acknowledgement, which will tell you who will be investigating your complaint. Given the small size of this Firm, we may need to request a third party conducts the investigation.

We will fully investigate your complaint and will aim to conclude our investigation, within 28 days of our acknowledgement or the date by which we have agreed with you the issues of concern if clarification is needed.

Our investigation will include a review of your file in relation to the issues you have complained about and we may, if we think it appropriate, invite you to a meeting to discuss your concerns. At the end of our investigation we will send you a detailed reply confirming the outcome of our investigation into your complaint.

If we are unable to conclude our investigation within 28 days, we will contact you to explain why and give you a revised date by which we hope to provide our substantive response.

If you want an internal review, you must request it within 14 days of the date of our substantive response, and explain why you believe that our initial decision was incorrect.

You will not be charged for the investigation of your complaint.

This might include

• An apology

• Compensation for loss suffered

• Compensation for inconvenience, distress or both

• Putting things right

• Reducing the bill or limiting fees

If we find that there has been no poor service we will fully explain why we have come to this conclusion.

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; and

• 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 would like more information about the Legal Ombudsman, please contact them.