Complaints Procedure

We are committed to high quality legal advice and client care. If you are unhappy about any aspect of the service you have received, or about the bill, please contact us immediately.  We can provide you with a copy of our full complaints procedure if requested.  We have eight weeks to consider your complaint.

Complaints may be made about the service provided or an invoice we have sent you.  Our invoices contain a brief summary of the work that we have undertaken for you and the Disbursements and costs that have been paid out your behalf in relation to the matters on which you have asked us to act.   A more detailed description of the work undertaken can be provided if needed.  We do however retain the right to charge interest on any bill or part thereof.

If we are unable to resolve your complaint then you may be eligible to have the complaint independently considered by the Legal Ombudsman. The Legal Ombudsman investigates complaints about poor service from lawyers. The Legal Ombudsman can investigate complaints up to six years from the date of the problem or within three years of when you found out about the problem.  If you wish to refer your complaint to the Legal Ombudsman this must be done within six months of our final response to your complaint. The contact details for the Legal Ombudsman are as follows:

Calls from both mobiles and landlines to 03 numbers cost no more than calls to national geographic numbers (starting 01 or 02). Calls are recorded and may be used for training and monitoring purposes.

  • Minicom: 0300 555 1777
  • In writing: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

Do not send original documents to the Legal Ombudsman. They will scan any documents you send to make computer copies and then destroy the originals.

 

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.