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 improve our standards.

Our Complaints Procedure
If you are dissatisfied with the service received or if you are dissatisfied with regards to a charge on a bill received, please first contact the partner in charge of your matter. If the complaint is in connection with that partner or they do not resolve the complaint to your satisfaction, we will delegate the handling of your complaint to an independent complaints handler for investigation.

What Will Happen Next?
1. We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person dealing with your complaint whether it is the Partner or an independent complaints handler. You can expect to receive our letter within 5 working days of us receiving your complaint.

2. We will record your complaint in our central register and open a file for your complaint. We will do this within 5 working days of receiving your complaint.

3. We will then start to investigate your complaint. This may involve one or more of the following steps:

• We may ask the member of staff who acted for you to reply to your complaint within 15 working days. We may examine their reply and the information in the complaint file. We may then ask them for more information. This will take up to 5 working days from receiving their reply and the file.

4. We will then send you a detailed reply to your complaint. This will include our suggestions for resolving the matter, in all but exceptional circumstances we will act upon the advice given by the independent complaints handler. This will happen within 5 working days of us completing our investigation.

5. At this stage, if you are still not satisfied you can contact us again. We will then arrange to review our decision. This will happen in one of the following ways:

• We will write to you to agree for an independent complaints handler to review your complaint, they will do this in 28 working days.
• We will invite you to agree to independent mediation. We will let you know how long this process will take.

6. We will let you know the result of the review within 5 working days of the end of the review. At this time we will write to you confirming our final position on your complaint and explain our reasons. If you are still not satisfied, the next step is for you to contact the Legal Ombudsman by the following methods:

Telephone: 0300 555 0333
Overseas: +44 12 245 3050
Email: enquiries@legalombudsman.org.uk
In writing: PO Box 15870, Birmingham, B30 9EB
www.legalombudsman.org.uk

You must contact the Legal Ombudsman within 6 months of our last written response or within 12 months of the date of knowledge

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

Terms and Conditions
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