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About Us > Complaint Resolution Procedure

Complaint Resolution 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 the member of staff dealing with your matter. If this does not resolve the problem or you feel it would not be appropriate, please contact Sarah Scott, our Client Care Partner. You can contact her by:

If Sarah Scott is on holiday, or unable to deal with your complaint promptly, it will be passed to Richard Pennington.

What will happen next?

  1. We will send you a letter, fax or e-mail acknowledging your complaint. We may need to ask for more details of your complaint. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter or e-mail within three days of us receiving your complaint, enclosing a copy of this procedure.
  2. We will record your complaint in our central register and open a file for your complaint.
  3. We will then start to investigate your complaint. This may involve one or more of the following steps:
    • We will ask the member of staff who acted for you to give his/her observations on your complaint (orally, or in writing) within five days.
    • We will need to consider the reply and, where appropriate, the information in your complaint file and your case file. We may ask the member of staff dealing with your matter for more information. This will take up to three days from receiving their reply and the file.
  4. We will invite you to meet Sarah Scott (or Richard Pennington) to discuss and, we hope, resolve your complaint. We will do this within 14 days of the letter acknowledging your complaint.

    If you do not want a meeting or it is not possible, we will send you a detailed reply to your complaint. This will include our suggestions for resolving the matter. This will happen within 21 days of the letter acknowledging your complaint.

  5. Within 3 days of the meeting we will write to you to confirm what took place and any solutions we have agreed with you.
  6. At this stage, if you are still not satisfied you can write to us again. We will then arrange to review our decision. This will happen in one of the following ways:
    • Sarah Scott (or Richard Pennington) will review their own decision within five days.
    • We will arrange for someone in the firm who has not been involved in your complaint to review it.
  7. We will let you know the result of the review within 14 days of receiving your request for a review. At this time we will write to you confirming our final position on your complaint and explaining our reasons. We will also give you the name and address of the Legal Ombudsman. If you are still not satisfied, you can contact them about your complaint, by: Any complaint to the Legal Ombudsman must be made within six months of receiving a final response from us and within six years of the date of the act or omission or within three years from when you should reasonably have known there was grounds for a complaint.

If we have to change any of the timescales above, we will let you know and explain why. Our reference to days means working days, and assumes that the member of staff is not absent from work because of holiday, illness, court commitments, etc.