Our Service

Complaints handling procedure

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, please contact us with the details.

What Will Happen Next

We will send you a letter acknowledging receipt of your complaint enclosing a copy of this procedure.

  1. We will then investigate your complaint. This will normally involve passing your complaint to our Complaints Officer, Phillip Wheater, who will review your matter file and speak to the member of staff who acted for you.
  1. The Complaints Officer may then invite you to a meeting to discuss and, hopefully, resolve your complaint. He will do this as soon as reasonably possible (taking into account the complexities of the matters involved).
  1. If a meeting takes place the Complaints Officer will write to you to confirm what took place and any solutions he has agreed with you.
  1. If you do not want a meeting or it is not possible, the Complaints Officer will send you a detailed written reply to your complaint, including his suggestions for resolving the matter as soon as reasonably possible (taking into account the complexities of the matters involved).
  1. At this stage, if you are still not satisfied, you should contact us again and we will arrange for a member of the practice to review the decision.
  1. 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.
  1. If you are still not satisfied, you may be able to contact the Legal Ombudsman at PO Box 6896, Wolverhampton WV1 9WJ; telephone: 0300 555 0333; website: legalombudsman.org.uk, although most businesses do not have the right to refer complaints to the Legal Ombudsman unless they are defined as micro enterprises. If you are entitled to refer the matter to the Legal Ombudsman, you will normally need to bring a complaint to them within twelve months of receiving a final written response from us about your complaint.

Alternative complaint bodies such as ProMediate http:/www.promediate.co.uk/ exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. We do agree to use ProMediate.

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