If you are dissatisfied with any element of the firm and/or our services, we ask that you notify us so that we may respond and rectify any conduct that falls short of our high standards. You can call or email us and one of our partners delegated to handle complaints will contact you and advise you of our complaint procedures.
If you are a person to whom we have provided or are providing legal services to, and if during the course of a matter you have any queries, concerns or complaints about the services provided by the Firm or any bill sent to you, please raise them with the solicitor or supervising partner assigned to your matter. You will find this information in the Engagement Letter that was sent to you at the beginning of the matter in question. We will then try to resolve your query or complaint quickly and informally
If this does not resolve the problem to your satisfaction, or, if you prefer to raise the issue with somebody else in the Firm, then please speak with the Firm’s complaints partner, who will deal with your complaint and advise you of the procedures and time frame for doing so. This will be at no cost to you.
Our objective is to ensure that any complaint is dealt with thoroughly, fairly and in a timely manner, not more than eight weeks after it was referred to our complaints partner.
If you are an individual to whom we have provided or are providing legal services and feel that our internal complaints procedure has not resolved your concern, you may be entitled to send a complaint to the Legal Ombudsman. Before you make a complaint to the Legal Ombudsman, it is a requirement that you have raised your complaint with us first and we have eight weeks to deal with your complaint. If you are not satisfied with our handling of your complaint after the eight weeks has expired, you can ask the Legal Ombudsman to consider the complaint. The time limit to bring a complaint to the Legal Ombudsman is six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it). Their contact details are:
PO Box 6806
t: 0300 555 0333 (8.30am-5.30pm)
Further details of how to refer a complaint to them and when can be found on their website.
If you are a business, you are not entitled to refer complaints to the Legal Ombudsman unless you fall within the class of micro-enterprises at the time of the complaint. The definition of micro-enterprise is set out Articles 1, 2(1) and 2(3) of the Annex to European Commission Recommendation 2003/361/EC as follows: an enterprise:
- which employs fewer than ten (10) persons; and
- whose annual turnover and/or annual balance sheet does not exceed €2 million.
Alternative complaints bodies
Alternative complaints bodies such as Pro Mediate and Small Claims Mediation exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. However, at this time we consider the Legal Ombudsman the most appropriate complaint body and we are not obliged to use schemes operated by the alternative complaint bodies.
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. Their contact details are:
Solicitors Regulation Authority
199 Wharfside Street
Society of Trust and Estate Practitioners (STEP)
Where the work is undertaken by a STEP practitioner, in addition to the firm’s complaints policy, there is a right to complain to STEP. Details of how to contact them can be found on their website.