Complaints Procedure

Our Complaints Policy

We are committed to providing the highest quality legal service to all our clients. If something goes wrong or you are not happy with an aspect of the service, we would like you to inform us, so we can put things right. This will also help us to improve our standards.

Our Complaints Procedure

If you have a concern or complaint please contact us as soon as you are aware of the problem so this can be addressed. To avoid any misunderstanding, it will be best (but it is not essential) if you could put your complaint in writing, either in a letter or an e-mail. This should be addressed to the Complaints Partner, Richard Gregory but if you address it to someone else within the Firm please send a copy to Richard Gregory.

What Will Happen Next?

  • Richard Gregory (or in his absence a Partner or another member of staff) will acknowledge your complaint within 5 days of our receiving it and will send you a copy of this procedure.
  • The Complaints Partner will open a separate file in relation to your complaint
  • We will then investigate your complaint fully. The Complaints Partner will oversee a full investigation of your complaint, or, if appropriate, investigate the complaint himself. You can contact Richard Gregory on 01264 325811 at any time in relation to the investigation of your complaint.
  • A Head of Department or the Complaints Partner will not investigate any complaint against themselves. A complaint about the Complaints Partner will be investigated by another Partner and a complaint about a Head of Department will be investigated by the Complaints Partner or another Partner.
  • We aim to contact you within 28 days of receiving your original complaint, with our findings and any proposals for resolving your complaint. It is our policy to make sure that complaints are dealt with speedily and effectively in all cases.
  • If you are not satisfied with our findings please let us know and explain why and we will review your comments. If appropriate the Complaints Partner may ask another Partner to review our decision.
  • We will contact you within 21 days of your asking us to review our original decision, confirming our position and explaining the reasons.
  • We have 8 weeks from the date we receive your complaint, to resolve it. If we have not done so within that time, or if after that you are not satisfied with our final response, you should contact The Legal Ombudsman at Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ, telephone no. 0300 555 0333, email Any complaint to The Legal Ombudsman must be made within 6 months of you receiving a final written response from us regarding your complaint and within 6 years of the act or omission about which you are complaining occurring or within 3 years from when you should reasonably have known there were grounds for complaint. The Legal Ombudsman provides further guidance and information on its services

If we have to change any of the time scales referred to above we will let you know in advance and explain why.

Alternative complaints bodies exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. We have however chosen not to adopt an ADR process. If therefore, you wish to complain further, you should contact the Legal Ombudsman, whose details are set out above.

We will ensure that any appropriate redress is offered to you.

You may also have a right to object to a bill by applying to the Court for an assessment of the bill under the Solicitors Act 1974 (as amended).

We would like to know how satisfied you are with the way we have handled your complaint. Please will you let us know your view of our Complaints Procedure, particularly if you think we could improve this in any way.

December 2018