Complaints Handling Policy

Our complaints policy

We are committed to providing a high-quality legal service to all our Clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, please contact us with the details.


What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within three days of receiving the complaint, enclosing a copy of this procedure.
  2. We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, Valentine Browne, who will review your matter file and speak to the person who acted for you.
  3. Valentine Browne will then invite you to a meeting to discus and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.
  4. Within three days of the meeting, Valentine Browne will write to you to confirm what took place and any solutions he has agreed with you.
  5. If you do not want a meeting or it is not possible, Valentine Browne will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
  6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another partner to review the decision.
  7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  8. If you are still not satisfied, you can then contact: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response on your complaint

AND

No more than six years from the date of the act/omission OR

No more than three years from when you should reasonably have known there was cause for complaint

For further information, you should contact the Legal Ombudsman on 0300 555 0333

Or at enquiries@legalombudsman.org.uk.


Complaints Procedure

The Solicitors Regulation Authority can help you 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 characteristics. You can raise your concerns with the Solicitors Regulation Authority by telephone 0300 606 2555, or via the website (www.sra.org.uk).

Complaints Handling Policy