We strive to provide all clients with the highest standards of legal service and advice. However, if at any point you become unhappy or concerned about the service or advice we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

In the first instance please contact the person who is working on your case and/or the supervisory partner to discuss any concerns, and we will do our best to resolve any issues at this stage. If you do not feel able to discuss your concerns with them, please contact the person responsible for the overall supervision of your matter, who will be named in the client care letter we sent you at the beginning of your matter.

If you would like to make a formal complaint, then please get in touch, and we shall provide a full copy of our complaint’s procedure.

We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you by telephone or video conference.

Making a complaint will not affect how we handle your case. You will not be charged for any time spent handling your complaint. We aim to resolve all complaints within 8 weeks from the date of receipt.

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently.

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:

(i) Within six months of receiving a final response to your complaint; and
(ii) Within one year of the date of the act or omission about which you are concerned; or
(iii) 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:
Website: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9am to 5pm
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6167, Slough, SL1 0EH

Where there are more serious concerns – to include dishonesty, taking or losing your money or treating you unfairly because of your age, disability or other characteristic you can raise these with the Solicitors Regulation Authority: https://sra.org.uk