We are committed to providing a high quality legal service and to dealing with all our clients fairly. We acknowledge that we may not always get it right so if something has gone wrong, including in relation to the bill, we need you to tell us.
How do I make a complaint?
In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage.
You can contact us in writing (by letter or email) or by speaking with our complaints manager, whose contact details are:
30 Farringdon Street
To help us to understand your complaint, and in order that we do not miss anything, please tell us:
- your full name and contact details
- what you think we have got wrong
- what you hope to achieve as a result of your complaint, and
- your file reference number (if you have it)
If you require any help in making your complaint we will try to help you.
How will you deal with my complaint?
We may need you to provide us with some information (such as proof of your identity) first.
We will record your complaint centrally.
We will write to you within two working days acknowledging your complaint, enclosing a copy of this policy.
We will investigate your complaint. This will usually involve:
- reviewing your complaint
- reviewing your file(s) and other relevant documents, and
- speaking with the person who dealt with your matter
We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.
We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you on the telephone.
We will update you on the progress of your complaint at appropriate times.
We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. Where possible, we will aim to do this within ten days of the date of our letter of acknowledgement.
What if I am not satisfied with the outcome?
If you are unhappy with the outcome of our complaints handling procedure please first let us know and we will review the matter.
If you are still unhappy you can ask the Legal Ombudsman to look into your complaint. You can contact the Legal Ombudsman:
- by post at PO Box 6806, Wolverhampton, WV1 9WJ
- by telephone: 0300 555 0333, or
- by email: firstname.lastname@example.org
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first.
Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint. Please note that, as from 1 April 2023, the time limits for referring a complaint to the Legal Ombudsman are ordinarily no later than:
- one year from the date of the act or omission being complained about; or,
- one year from the date when, as a complainant, you should have realised that there was cause for complaint.
These time limits may be extended in certain circumstances, at the discretion of the Legal Ombudsman in circumstances where it determines this to be fair and reasonable to do so.
Further details are available on the Legal Ombudsman’s website: https://www.legalombudsman.org.uk and for further information about the time limits (and other issues) please refer to the Legal Ombudsman’s FAQs here https://www.legalombudsman.org.uk/information-centre/news/updated-scheme-rules-faqs-april-2023/.
The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.
What will it cost?
We will not charge you for handling your complaint.
Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding.
The Legal Ombudsman service is free of charge.