Making a complaint

Client service is at the heart of all we do. Our aim is to listen to understand our clients’ needs and to work with them to help achieve their objectives. We are committed to providing a high quality service and to dealing with all our clients fairly.  We acknowledge that despite our best intentions we may not always get it right.  If at any point you become unhappy or concerned about our service, we need you to tell us about it immediately so that we can do our best to understand and resolve the situation.

Making a complaint to us

If you feel unhappy about any aspect of our service please raise your dissatisfaction with the person who is dealing with your case.  If you think this is inappropriate, please contact the solicitor with overall responsibility for your case.  You will find details in the Confirmation of Instructions Letter received at the start of your case.

If after doing the above, you remain dissatisfied and you wish to make a formal complaint please contact our Managing Partner, Zoe Robinson.  Making a complaint will not affect how we handle your case.

What to do if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves.  Their help is free.  They will look at your complaint independently and it will not affect how we handle your case.  Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint direct with us first.  If you have, then there are some time limits for taking your complaint to the Legal Ombudsman.  You must do so:

• Within six months of receiving our final response to your complaint and
• No more than six years from the date of the act or omission about which you are complaining, or
• No more than three years from when you should reasonably have known there was a cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them:

Visit:    www.legalombudsman.org.uk

Call:     03005550333 between 9 a.m. to 5 p.m.

Email:   enquiries@legalombudsman.org.uk

Legal Ombudsman, P O Box 6806, Wolverhampton, WV1 9WJ

How the Solicitors Regulation Authority can help you

The Solicitors Regulation Authority can help you if you are concerned about the way in which we have behaved. This could be because you do not feel that we have behaved independently, fairly or with integrity. You can raise your concerns with the Solicitors Regulation Authority