Complaints Policy

We are committed to providing a high-quality legal service to all of our clients. If, for any reason, you are dissatisfied or disappointed with the service that we provide, we would like to be able to address this with you at the earliest opportunity.

If you are dissatisfied with any aspect of our service, this can be dealt with under our complaints procedure, as follows:

Stage 1

We believe that most complaints are capable of resolution at an early stage. Please raise any difficulties with the fee earner who has conduct of your case, unless it is not appropriate for you to do so. They will be most familiar with your matter and usually best placed to address your concerns. Sometimes complaints arise as a result of a misunderstanding or mis-communication and it should be possible for the fee earner with conduct to identify and resolve any such issues.

If the matter is not resolved to your satisfaction at this stage, you can make a formal complaint to the Director or the office manager, under Stage 2.

Stage 2

If the fee earner with conduct of your matter has been unable to resolve the problem you can make a formal written complaint to the director, Lucy Sparks. If your complaint is about the director then please make a complaint to the Office Manager. We aim to resolve all formal complaints within 8 weeks of receipt.

On receipt, your complaint will be allocated to either the director or to a team of the office manager and a solicitor. They will then deal with your complaint in accordance with the procedure, below:

• We will send you a letter acknowledging receipt of your complaint within 7 days of us receiving the complaint, enclosing a copy of this procedure.

• We will then investigate your complaint. This will normally involve passing your complaint to either the director or the team of the office manager and a senior fee earner who will review your file and speak to the member of staff who acted for you.

• If appropriate, we may invite you to attend a meeting to discuss and, hopefully, resolve your complaint. This will be done within 14 days of sending you the acknowledgment letter.

• Within 7 days of the meeting, the director or the office manager will write to you to confirm what took place and to set out what resolutions, if any, were agreed.

• If you do not want a meeting or it is not possible, the director or the office manager will send you a detailed written reply to your complaint, including our suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.

• At this stage, if you are still not satisfied, you should contact us again and we will arrange for another solicitor to review the director’s/office manager’s decision or invite you to agree to independent mediation. We will write to you within 21 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

• If we have to change any of the timescales above, we will let you know and explain why.

• We make every effort to resolve complaints, where possible. If you remain unsatisfied at the conclusion of our complaints procedure, you may make a formal complaint to the Legal Ombudsman: PO Box 6806,Wolverhampton, WV1 9WJ, Tel: 03005550333 or 01212453050, Email: enquiries@legalombudsman.org.uk

There are time limits within which complaints must be made to the Legal Ombudsman, as indicated below:

• Your complaint should be made to the Ombudsman within six months of receiving a final response from us to your complaint

and

• No more than six years from the date of act/omission; or
• No more than three years from when you should reasonably have known there was cause for complaint.