Complaints handling policy

We are committed to providing a high-quality legal service. If, however, you are dissatisfied with any aspect of our service, we encourage you to raise this with us as soon as possible so that we can address your concerns promptly and fairly.

We value client feedback and treat complaints seriously, both as an opportunity to resolve concerns and to improve our service.

How to make a complaint

If you are unhappy with the service you have received or would like advice reviewed, please first write to the lawyer handling your matter.

If this is not appropriate, or if you remain dissatisfied, you should write to the other partner of the firm.

Please set out your complaint as clearly as possible, explaining what has happened and identifying the matter concerned.

What happens next

Acknowledgement

Within three working days of receiving your complaint, we will:

  • Record your complaint in our central register

  • Acknowledge receipt in writing

  • Ask you to clarify any points if necessary

  • Confirm the name of the person who will investigate your complaint

If we request further information, we will acknowledge it within three working days of receipt and confirm the next steps.

Investigation and response

  1. Within 14 working days of receiving your complaint (or any additional information requested), we will:

    • Ask the lawyer involved to provide comments; and

    • Review the relevant file and documentation.

  2. Within 28 working days of receiving your complaint (or further information), we will write to you setting out:

    • Our assessment of the complaint; and

    • Any proposed resolution.

  3. If appropriate, we may invite you to a meeting to discuss your concerns. Following any meeting, we will confirm the outcome in writing within two working days.

Review of decision

If you remain dissatisfied, you may request a review of our decision. This will be carried out either by:

  • The person who handled the complaint reviewing their decision within five working days; or

  • A partner not previously involved in the matter reviewing the complaint within 10 working days.

We will then write to you within five working days confirming our final position and explaining our reasons.

If it becomes necessary to amend any of the timescales above, we will inform you promptly and explain why.

If we cannot resolve your complaint

If we are unable to resolve your complaint, you may refer it to the Legal Ombudsman, who considers complaints independently.

Before the Legal Ombudsman will consider your complaint, you must have first raised it with us.

You must contact the Legal Ombudsman:

  • Within six months of receiving our final response; and

  • No more than six years from the date of the act or omission complained of; or

  • No more than three years from when you should reasonably have become aware of the issue.

Legal Ombudsman contact details:

  • Post: PO Box 6806, Wolverhampton WV1 9WJ

  • Email: enquiries@legalombudsman.org.uk

  • Telephone: 0300 555 0333 (or +44 121 245 3050 from overseas)

  • Website: www.legalombudsman.org.uk

Complaints about invoices

If your complaint relates to an invoice, you must raise it within one month of receiving the bill.

You may also have the right to apply to the court for assessment of the bill under Part III of the Solicitors Act 1974 or Part 48 of the Civil Procedure Rules 1999, usually within 12 months of delivery of the bill.

The Legal Ombudsman may decline to consider a complaint if court proceedings have been commenced in relation to the bill.

Cost of making a complaint

There is no charge for the time spent investigating or responding to a complaint.

Regulatory concerns

The Solicitors Regulation Authority (SRA) can assist if you have concerns about our conduct, such as dishonesty, misuse of client money, or unfair treatment due to protected characteristics.