Complaints

We are committed to providing a high-quality legal service to all of our clients. When something goes wrong then we need you to tell us about it. This will amongst other things help us to improve our standards.

In the first instance, we would ask that you contact the person who was working on your case or (if you feel unable to do so) their immediate supervisor to discuss your concerns and they will do their best to resolve any issues.

If the fee earner or the supervisor is unable to resolve your complaint then it will be passed to this firm’s complaints partner (as advised in our initial client care letter) to investigate and deal with your complaint. If you are not satisfied with our final response you do have a further avenue of referring a complaint to the Legal Ombudsman Service.

To help us understand your complaint and in order that we do not miss anything please tell us: 

  • Your full name and contact details.
  • The matter, fee earner and file number.
  • What you think we have got wrong.
  • How you would like the complaint to be resolved.

Please note that from 1 April 2023, the Legal Ombudsman expects complaints to be made to that service within a year of the date of the act or omission about which you are concerned or within a year of you realising that there was a concern.

You must take your complaint to the Legal Ombudsman within six months of receiving a final response from us to your complaint.

 

The Legal Ombudsman's contact details are:

Legal Ombudsman,

PO Box 6167,

Slough,

SL1 0EH

 

For further information you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk or via the website at www.legalombudsman.org.uk

Please note that we will not of course charge you for our time for dealing with your complaint. Please note that if we have issued an invoice to you to work carried out on a matter and all or some of that is unpaid that we can require this to be settled in full pending a determination by the Legal Ombudsman. We are also entitled to charge interest on the amount outstanding as explained in our Terms of Business. The Legal Ombudsman service is free of charge.

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