Your Rights Complaints Handling Procedure

Our complaints policy

We are committed to providing 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.

Our complaints procedure

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

We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman.

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within three days of us receiving the complaint, enclosing a copy of this procedure.

  2. We will then investigate your complaint. This will normally involve passing your complaint to the principal, Johanna Perring who will review your matter file.

  3. Johanna Perring will then invite you to a meeting to discuss and hopefully resolve your complaint. She will do this within fourteen days of sending you the acknowledgement letter.

  4. Within three days of the meeting, Johanna Perring will write to you to confirm what took place and any solutions she has agreed with you.

  5. At this stage, if you are still not satisfied, you should contact us again and Johanna Perring will review her decision.

  6. We will write to you within fourteen days of receiving your request for a review, confirming our final position on your complaint and explaining the reasons.

  7. If you are still not satisfied, you can then contact:

    Legal Ombudsman
    PO Box 6806
    Wolverhampton WV1 9WJ

    about your complaint. Normally, you will need to bring a complaint to the Legal Ombudsman (www.legalombudsman.org.uk.) within six months of receiving a final written response from us about your complaint or within a year of the act or omission about which you are complaining occurring (or you becoming aware of it).

    For further information, you should contact the Legal Ombudsman by:

    Telephone: 0300 555 0333 or By email to: enquiries@legalombudsman.org.uk

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