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 us to improve our standards.
If you have a complaint, please contact us with the details.
What will happen next?
1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure together with details of the Legal Ombudsman at; PO Box 6167, Slough, SL1 0EH email enquiries@legalombudsman.org.uk, telephone 0300 555 0333.
2. We will then investigate your complaint. This will normally involve passing your complaint to our client care manager, Karen Glindon, who will review your matter file and speak to the member of staff who acted for you.
3. Karen Glindon will then invite you to a meeting to discuss and hopefully resolve your complaint. She will do this within 14 days of sending you the acknowledgement letter.
4. Within three days of the meeting, Karen Glindon, will write to you to confirm that took place and any solutions she had agreed with you.
5. If you do not want a meeting or it is not possible, Karen Glindon, will send you a detailed written reply to your complaint including her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for
7. We will write to you within 14 days of receiving your request for a review, confirming out final position on your complaint and explaining our reasons.
8. We will write to you as stated below:-
We have been unable to settle your complaint using our internal complaints process. You have the right to complain to the Legal Ombudsman, an independent complaints body, established under the Legal Services Act 2007 that deals with legal services complaints.
You have six months from the date of our final letter in which to complain to the Legal Ombudsman.
Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
Telephone Number 0300 555 0333
Email Address enquiries@legalombudsman.org.uk
Website www.legalombudsman.org.uk
Alternative complaints bodies such as the Small Claims Mediation, website https://www.gov.uk/government/publications/small-claims-mediation-service-ex730 exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme.
We do agree to use Small Claims Mediation.
Another alternative complaints body (such as ProMediate, www.promediate.co.uk) exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. We do not usually agree to use such a scheme because the Legal Ombudsman was established specifically to deal with legal services complaints and in any event will seek in the first instance to facilitate an informal resolution between the parties.
9. You must refer the complaint to the Legal Ombudsman within one year of the date of the act or omission giving rise to the complaint or within a year from when you should reasonably have known there was cause for complaint. For more information relating to time limits please refer to the scheme rules of the Legal Ombudsman dated 1 April 2023 which are available online at https://www.legalombudsman.org.uk/information-centre/news/guidance-scheme-rules-changes-april-2023/ These rules also limit the classes of persons who may complain which mainly include individuals and relatively small companies and organisations.
10. No charge will be made for dealing with any complaints.
11. All arrangements regarding complaints will comply with the firms Equality and Diversity Policy, a copy of which is available on request.
