The Practice operates a written Complaints Handling Procedure that ensures compliance with the SRA Code of Conduct. We are committed to providing a high quality legal service to all our clients. Clients can contact the firm in writing with their complaint. Complaints will be handled promptly, fairly and effectively within 6 weeks. The firm’s Complaints Officer is the Principal and has the responsibility for handling complaints. In the unlikely event that a client has a cause to complain, the client should discuss the matter with the Principal in the first instance who will endeavour to resolve the issue.

The firm will not charge you for the cost of handling your complaint.

We will also explain your right to complain to the Legal Ombudsman or the Solicitors Regulation Authority if we are unable to resolve your complaint ourselves. Their websites can be found at www.legalombudsman.org.uk (Telephone number: 0300 555 0333) and www.sra.org.uk respectively. Where a complaint relates to a bill, under Part 111 of the Solicitors Act 1974 you have a right to apply to the court for an assessment of the bill.

If a client contacts us with a complaint, our procedure is as follows:

1. We will send a letter acknowledging receipt of the complaint within 5 days of receiving it.
2. We will then investigate the complaint. This will normally involve passing the complaint to the firm’s Principal, who will review your matter file and if relevant speak to the person who carried out your work.
3. The Principal will then arrange a meeting to discuss and hopefully resolve the complaint. She will do this within 21 days of sending you the acknowledgement letter.
4. Within 3 days of the meeting, we will write to confirm what took place and any solution the Principal has agreed with the client.
5. If the client does not want a meeting or it is not possible, our Principal will send a detailed written reply to your complaint, including suggestions for resolving the matter, within 21 days of sending our acknowledgement letter.
6. A client who is still unsatisfied after the Principal’s intervention should contact us again and the Principal can review her own decision or the nominated external solicitor to review the decision.
7. We will write within 14 days of receiving of receiving the request for a review, confirming our final position on your complaint and explaining our reasons.
8. A client that remains unsatisfied can contact the Legal Ombudsman within 6 months of receiving a final response to your complaint, no more than 6 years from the date of the act/omission and no more than 3 years from when you should reasonably have known there was cause for complaint. The SRA can also be of assistance if you are concerned about our behaviour, for matters such as dishonesty, taking or losing your money or treating you unfairly.