Complaints Procedure

We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need to be made aware so that we can improve our service standards. We regard a complaint to be anything that is an ‘expression of customer dissatisfaction’ and will endeavour to resolve the complaint as quickly as possible. A complaint can be made in person, via telephone call or via email/letter.   The details of a complaint should be forwarded to either Sam Martin or Kate Kingham.  We will allow a time frame of up to eight weeks to consider the complaint. If the complaint remains unresolved it may be referred to the Legal Ombudsman (details below).

 Procedure

  1.  A letter will be sent acknowledging receipt of the complaint within 3 working days of the complaint being received, enclosing a copy of this procedure.

  2. The complaint will then be investigated. This will normally involve passing the complaint to either Sam Martin or Kate Kingham who will review the file and then discuss the complaint with the other.

  3. Sam Martin or Kate Kingham will then invite you to a meeting to discuss and hopefully resolve your complaint. This will take place within 14 days of sending you the acknowledgement letter.

  4. Within 7 days of the meeting, Sam Martin or Kate Kingham will write to confirm what took place at the meeting and any solutions that have been agreed.

  5. If the client does not wish to attend a meeting or it is not possible then Sam Martin or Kate Kingham will send a detailed reply to the complaint, including suggestions for resolving the matter within 21 days of sending the acknowledgement letter.

  6. If the complaint remains unresolved then the client may contact the Legal Ombudsman at PO   Box 6806 Wolverhampton   WV1   9WJ about the complaint. The client will be informed that normally a complaint to the Legal Ombudsman should be made within 12 months of receiving a final written response about the complaint or within 6 years of the date of the act or omission being complained about (or 3 years of the date you should reasonably have known there were grounds for complaint if the act or omission was more than 6 years ago).

You can contact the Legal Ombudsman in the following ways:

By phone Monday - Friday, 8.30am - 5.30pm
0300 555 0333
0300 555 1777 (Minicom)

By email enquiries@legalombudsman.org.uk

By post Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ

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.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.