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.

OUR COMPLAINTS PROCEDURE

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

WHAT WILL HAPPEN NEXT

The complaint will originally be raised with the Fee Earner with conduct of your matter to see if the complaint can be resolved at that early stage.

If the complaint cannot be resolved directly with the Fee Earner concerned, your complaint will be escalated to the Fee Earner’s Head of Department, who will send you a letter acknowledging your complaint and asking you to clarify the exact details of your complaint in writing. In that letter it will be confirmed who the Head of Department is that will be dealing with your complaint. The acknowledgement letter will be sent to you within 7 days of receipt of your complaint by the Head of Department either from the Fee Earner involved or you directly.

We will then start to investigate your complaint and the Head of Department will liaise with the Fee Earner involved and respond to you fully regarding your complaint within 21 days of the Head of Department’s acknowledgement letter to you.

Having received a written response from the Head of Department, we will invite you to respond within 7 days of that written response confirming whether or not you are satisfied with the outcome of our investigations and response to your complaint.

If you are not happy with our response to your complaint, within 14 days of you confirming this to the Head of Department, the matter will be escalated to the Firm’s Client Care Partner Martin Oliver, but if the complaint is about Martin Oliver it will be sent to an alternative Partner at the Firm whose details you will be notified of at that stage.

Martin Oliver/The alternative Partner will liaise with the Head of Department regarding the complaint and they will make their decision regarding whether they are upholding the complaint or rejecting the complaint and they will confirm their position in writing within 14 days of the written confirmation that they are investigating the matter.

If at that stage you are not satisfied with their view you can request a meeting take place to try and resolve the complaint or alternatively we can provide you with the details for you to contact the Legal Ombudsman which must be done within 6 months of our written final response to the complaint.