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Complaints

We are committed to providing a high-quality legal service to all our clients.  If you believe something has gone wrong, we need you to tell us about it. This will help us to address any potential problems and will help us to improve our standards, something we take very seriously. If at any point you become unhappy with the service we provide to you or you have concerns about your bill, then you should inform us immediately so that we can do our best to resolve the problem for you.

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What if I am not satisfied with the outcome?

If you are unhappy with the outcome of our complaints handling procedure please first let us know and we will review the matter.

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 matter.

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 6 months of receiving a final response to your complaint; and
  • No more than 1 year from the date of the act/omission that you are concerned about; or
  • No more than 1 year from when you should have reasonably known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please get in touch with them using the following details:

The Solicitors Regulation Authority can help you 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. You can raise your concerns with the Solicitors Regulation Authority by telephoning: 0370 606 2555; in writing: The Cube, 199 Wharfside Street, Birmingham, B1 1RN, DX 720293 BIRMINGHAM 47; visit: www.sra.org.uk/consumers/problems/report-solicitor; or email: contactcentre@sra.org.uk