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.

If you have a complaint, please contact us with the details.

What will happen next?

1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will normally involve passing your complaint to our Complaints Handling Partner, Jannette Luker, who will review your matter file and speak to the member of staff who acted for you.
3. Jannette Luker will then invite you to a meeting to discuss, with herself or a Supervising Partner to whom she may have delegated the matter and will so advise you, and hopefully resolve your complaint. S/he will do this within 14 days of sending you the acknowledgement letter.
4. Within three days of the meeting, Jannette Luker or the Supervising Partner will write to you to confirm what took place and any solutions s/he has agreed with you.
5. If you do not want a meeting or it is not possible, Jannette Luker or the Supervising Partner will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter. 
6. 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.
7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
8. If you are still not satisfied, you can then contact the Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of our final written response.
9. Please note that the time limits for the Legal Ombudsman to accept a complaint are:

• 1 years from the date of act/omission, or
• 1 years from when you should have known about the complaint

For further information you should contact the Legal Ombudsman on 0300 555 0333 or at www.legalombudsman.org.uk.

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