Complaints Handling Procedure

Our Complaints Policy

We thrive on knowing that our clients are receiving a high quality service. If our clients are unhappy with our service we want you to tell us. This will help us improve our standards and the quality of the service we provide.

Our Complaints Procedure

If you wish to complain, then please contact your case handler or their supervisor in the first instance. In the event that the issues cannot be resolved please escalate the matter and report your complaint to the Director, Natasha Cleary who is also the Firm’s Compliance Officer. You should email or telephone 0808 196 2773 ext 000.

To enable us to properly investigate and respond to the complaint we may ask you to put the details of your complaint in writing. On receipt of the written or oral complaint we will send you a letter acknowledging the same within 5 days of us receiving contact from you and we will enclose a copy of this procedure.

We will attempt to resolve your complaint immediately either in writing or by telephone. If this is not possible, we may take time to investigate and return to you with a written response to your concerns within 14 days of acknowledging your complaint. If the matter is complex and it takes longer to deal with your complaint, we will let you know as soon as possible and give you an approximate timescale of when you can expect a response. We may suggest a further telephone call or meeting to discuss matters. If you have a preference for how we communicate then please advise us.

The Legal Ombudsman allows us a period of eight weeks from receipt of your complaint to try and resolve matters with you before they will agree to look into your complaint.

If you are still not satisfied, you can contact the Legal Ombudsman or the Solicitors Regulation Authority at the following addresses:

Legal Ombudsman

PO Box 6806
Tel: 0300 555 0333

Solicitors Regulation Authority

The Cube
199 Wharfside Street
B1 1RN
Tel: 0870 606 2555