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 improve our standards.

We would in the first instance ask you to raise any concerning you have with the Head of Department for the person dealing with your matter.  This person will be identified in our initial letter to you.  If you are unable to resolve the matter with them directly then our complaints procedure is as follows:-

Our complaints procedure:

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

What will happen next?

1. We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out.  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 within two working days of us receiving your complaint.

2. We will record your complaint in our central register and open a separate file for your complaint.  We will do this within one working day of receiving your complaint.

3. We will then start to investigate your complaint.  This will normally involve the following steps:

    •   We will pass your complaint to Denise Lockett, our Client service manager, within three working days.

    •   She will ask the member of staff who acted for you to reply to your complaint within 5 working days.

    •   She will then examine their reply and the information in your complaint file. If necessary, she may also speak to them.  This will take up to five working days from receiving their reply and the file.

4. Miss Lockett will then invite you to a meeting and discuss and hopefully resolve your complaint.  She will do this within five working days.

5. Within two working days of the meeting Miss Lockett will write to you to confirm what took place and any solutions she has agreed with you.

If you do not want a meeting or it is not possible, Miss Lockett will send you a detailed reply to your complaint.  This will include her suggestions for resolving the matter.  She will do this within five working days of completing the investigation.

6. At this stage, if you are still not satisfied you contact us again.  We will then arrange to review our decision.  This will happen in one of two ways:

     •  Another director of the firm will review Miss Lockett’s decision within ten working days.

     •  We will ask our local Law Society or another local firm of solicitors to review your complaint within ten working days.  We will let you know how long this process will take.

     •   We will invite you to agree to independent mediation within ten working days.  We will let you know how long this process will take.

7. We will let you know the result of the review within five working days of the end of the 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 our Consumer Complaints Service.  If you are still not satisfied, you can contact them about your complaint.

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