Complaints

Our complaints process and handling procedure

Complaints process

We are committed to providing high-quality legal service to all our clients. If at any point you become unhappy or concerned about the service, we have provided then you should inform us immediately, so that we can do our best to resolve the problem. This will help us to improve our standards.

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. If you would like to make a formal complaint, then you can read our full complaints procedure.. Making a complaint will not affect how we handle your case.

What to do if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

• Within six months of receiving a final response to your complaint

and

• The Ombudsman will consider your complaint if you refer it on to them within either of the following: within one year of the date of the act or omission above which you are concerned or within a year of you realising there was a concern.

If you would like more information about the Legal Ombudsman, please contact them.

Legal Ombudsman’s contact details

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9.00 to 17.00.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6167, Slough SL1 0EH

What to do if you are unhappy with our behaviour

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.

Our complaints handling procedure

If you have a complaint, please contact us with the details. We set out how we will handle your complaint.

What will happen next?

1. We will send you a letter acknowledging receipt of your complaint within two 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. If you do not want a meeting or It is not possible, Johanna Perring will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within twenty one days of sending you the acknowledgement letter.

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

7. 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.

8. For complaints about our service, including billing issues, you may contact the Legal Ombudsman via one of the methods below:

• Phone: 0300 5550333
• Email: enquiries@legalombudsman.org.uk
• Post: Legal Ombudsman, PO Box 6167, Slough SL1 0EH

9. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response to your complaint. Other time limits to be aware of are:

• The Ombudsman will consider your complaint if you refer it on to them within either of the following: within one year of the date of the act or omission above which you are concerned or within a year of you realising there was a concern.
• The Ombudsman will not accept complaints where the act/ omission or the date of awareness was before 5 October 2010. 

10. Note that the Legal Ombudsman service cannot be used by businesses or most other organisations unless they are below certain size limits. Further details are available from the Legal Ombudsman.

11. If your unresolved complaint relates to an insurance policy covering your case, you may contact the Financial Ombudsman Service:

• Phone: 0800 023 4567
• Online complaint forms available via their website: 
• Post: Financial Ombudsman Service, Exchange Tower. Harbour Exchange. London. E14 9SR.

12. If a complaint cannot be resolved, you may also be able to ask for it to be referred to a process of alternative dispute resolution using a certified provider. We are not required to agree to such a request. In any case this is not available to businesses, only consumers. We will give you more information about that right if it becomes relevant

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

January 2024