COMPLAINTS PROCEDURE

We are committed to providing a 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.

Firstly please speak to the Fee Earner handling your case as many issues can be resolved by them. You may prefer to put your concerns in writing, in which case, please send your letter or an email to the person who is acting for you. If you prefer to, you can send your concerns to the Fee Earners Supervising Partner as set out in our client care letter.

Should the matter not be resolved to your satisfaction, please pass your complaint to our client care Partner, Andrew Cosma, who will acknowledge receipt of your complaint within five working days of receiving it.

The client care Partner will then review your matter file and speak to the member of staff who acted for you. We have up to 42 days 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 five working days of receiving it, enclosing a copy of this procedure.
   
   
2. Once our investigation has taken place, you will receive a detailed written reply to your complaint, including suggestions for resolving the matter. You should normally expect to receive this reply within 28 days, but if your complaint is more complex, we may require more time (up to 42 days) and we will let you know when you will receive a full response.
   
   
3. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another Partner to review the decision.
   
   
4. We will write to you within 28 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
   
   
5. If you are still not satisfied, you can then contact the
   
   

   Legal Ombudsman,
   PO Box 6806,
   Wolverhampton
   WV1 9WJ

   about your complaint. The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern.  You must also refer your concerns to the Legal Ombudsman within six months of our final response to you. For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at [email protected].

   We do recommend that you attempt to resolve your problem using our internal complaints procedure before contacting the Legal Ombudsman.

   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.

   The Solicitors Regulation Authority can be contacted either by telephone 0370 6062555 or via their website www.sra.org.uk

Emergency Police Station Advice

Call: 01753 551313
(Monday – Friday 9.00am – 5.30pm)

Call: 01753 600101
(At all other times)

Serious Crime Panel

Members of the VHCC & Serious Fraud Panel

Family & Matrimonial

Members of the Family Law Panel