Complaints

A report by a client that their expectations of what they consider to be a good service have not been met.
Your initial Client Care Letter contains information about how to file a complaint with the person handling your case or their supervisor. For us to fully comprehend the concerns being brought to light, we would first prefer that you write to us with all the facts of your complaint.
We will acknowledge the complaint within seven days, which allows for any postal delays and notify you who will be handling your complaint.

We will record your complaint in our central register and open a file for your complaint. We will conduct a full investigation and an independent review of the matter.

Our goal is to provide a comprehensive response in 28 days. We will need more time to address a more complex issue, though, and we will notify you when you have a complete response. To get additional details and settle the issue, we could also ask you to meet with the supervisor.

Usually, we will respond to you in writing to share our thoughts on the complaint and how we plan to address it, hopefully to your satisfaction. This may include appropriate remedies, which may include compensation, a decrease in fees if applicable, or a gesture of goodwill.

If you remain dissatisfied with the outcome, or the way the complaint has been handled, you may write to the Managing Partner also at the address above, who will make such further investigations as are necessary.

We would generally aim to do this within 10 days. This will happen in one of the following ways –

The Supervisor will review his/her own decision.

The managing partner will review your complaint within 10 days.
Under the Legal Services Act of 2007, the Office for Legal Complaints created the Legal Ombudsman as an independent agency to handle complaints against solicitors. Within six months of the solicitors' final response on the case, a client must submit their complaint to the legal ombudsman.

The Legal Ombudsman may:

Investigate the quality of professional service supplied by a solicitor to a client.

Investigate allegations that a solicitor has breached rules of professional conduct.

Investigate allegations that a solicitor has unreasonably refused to supply a professional service to a prospective client.

Investigate allegations that a solicitor has persistently or unreasonably offered a professional service that the client does not want.

The firm's internal Complaints Procedure (described above) must typically be completed before the Legal Ombudsman will examine a complaint. The Legal Ombudsman may decide not to proceed with an investigation if it is convinced that the firm's suggestions for addressing a complaint are acceptable.

The Legal Ombudsman’s address and contact details are:

PO Box 6806, Wolverhampton, WV1 9WJ; telephone, 0300 555 0333; website, www.legalombudsman.org.uk; or email enquiries@legalombudsman.org.uk.
If our behaviour worries you, the Solicitors Regulation Authority can assist you. This could be due to dishonesty, theft or loss of funds, or unfair treatment based on your age, a disability, or another trait.

Concerns can be brought up with the Solicitors Regulation Authority.
We are unable to resolve your complaint which relates to a contract entered online, you may contact the Online Dispute Resolution providers by accessing the following link https://ec.europa.eu/consumers/odr.