Our Complaints Policy

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.

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

What will happen next? 


  1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure. 


  2. We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, Tim Fowler, who will review your matter file and speak to the member of staff who acted for you. 


  3. Tim will then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter. 


  4. Within three days of the meeting, Tim will write to you to confirm what took place and any solutions he has agreed with you. 


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


  6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for someone unconnected with the matter at the firm or appropriate alternative such as review by another local solicitor or mediator to review the decision. 


  7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons. 


  8. If you are not satisfied with our handling of your complaint however, you can ask the Legal Ombudsman, (PO Box 15870, Birmingham B30 9EB www.legalombudsman.org.uk E-mail - enquiries@legalombudsman.org.uk Tel: 0300 555 0333) to consider the complaint. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint.


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