Complaints Procedure

Our Complaints Policy

We are committed to delivering a high-quality legal service to all our clients. If anything falls short of that, we need you to tell us about it. This will help us to improve our standards.

Our Complaints Procedure

If you are a client of this firm wishing to make a complaint. In the first instance you should contact the person responsible for your case and if that does not resolve the matter, you should refer your complaint to the Head of their Department. If they are unable to settle matters with you then your matter will be referred to our Client Care manager named in the Terms of Business that will be sent to you when we are first instructed, which will also explain the timescale for raising complaints.

Our Client Care manager will then contact you and may ask you to explain your complaint in more detail and will take the matter up with the person handling your case or their Head of Department and, if necessary, will carry out a review of the file and prepare a report on his findings and make any recommendations or proposals he considers to be appropriate.

You will have an opportunity to respond to his report and if no agreement about how to resolve the complaint can be reached you will be entitled to complaint to the Legal Ombudsman whose contact details will be provided.