Complaints Information

We aim to provide an efficient and effective service at a fair and reasonable price. However, should you be unhappy with the way in which your matter has been handled, we will endeavour to address any complaint promptly and effectively.

Your complaint will be investigated by the Managing Director in the first instance. The Managing Director will review the file and speak to the person with conduct of the claim.

If possible the complaint will be replied to with 10 working days of its receipt. If this is not possible, we will tell you when you can expect a substantive reply.

It may be that further information or clarification is needed before the investigation can get underway. If so we will tell you.

If your complaint is upheld, a remedy may be offered, these might include one or more of the following:

  • An apology from the firm and an assurance that the mistake will not be repeated, and that we will attempt to do better in future. A plan of action will be set out saying how the claim will be put back on course.
  • Payment of compensation.
  • A disagreement with the complaint.

If you are not satisfied with the response to the Complaint it can and will be reviewed for a second time by a second Director. If your complaint is against the Managing Director it will be investigated by the second Director in the first instance.

If you have exhausted our complaints procedure and are not satisfied with the outcome then you are entitled to contact the Legal Ombudsman. Any complaint must be made within six months of the date of our final decision.

The Contact details for the Legal Ombudsman are as follows:

Legal Ombudsman

Telephone: 0300 555 0333

Email: enquiries@legalombudsman.org.uk

Address: PO Box 6806, Wolverhampton WV1 9WJ

Website: http://www.legalombudsman.org.uk/index.html

 

If you are not one of our clients or if your complaint relates to a breach of SRA Principles or to an allegation of dishonesty or discrimination, you should report the matter to the SRA https://www.sra.org.uk/consumers/problems/report-solicitor.page#how-report-sra