Our Complaints Policy
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. We are committed to identifying the cause of your complaint. This will help us to improve our standards and correct any unsatisfactory procedures.
Our complaints procedure
If you have a complaint, please contact our client care partner, Craig Ferguson, who has overall responsibility for handling complaints, with the details. If the complaint relates to Craig Ferguson then please contact Jayne Anderton.
What will happen next?
- We will open a file to record the progress of your complaint.
- We will send you a letter acknowledging receipt of your complaint within three days of us receiving the complaint, enclosing a copy of this procedure.
- We will then investigate your complaint. This will normally involve the client care partner reviewing the matter file and speaking to the member of staff who acted for you.
- Within 21 days of sending you the acknowledgement letter the client care partner will either send you a detailed written reply to your complaint, including any suggestions for resolving the matter, or invite you to a meeting.
- Within three days of the meeting, the client care partner will write to you to confirm what took place and any solutions he has agreed with you.
- At this stage, if you are still not satisfied, you should contact us again and we will arrange for another partner to review his decision.
- 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.
- If there are good grounds for your complaint we will consider making appropriate redress.
- We are permitted a minimum of eight weeks to consider the complaint. If for any reason we are unable to resolve the problem between us within that timeframe, then you may ask the Legal Ombudsman to consider the complaint.
Clients are free to refer any complaint about our work, fees or level of service but there are some conditions and time limits. Please be aware that any complaint to the Legal Ombudsman must usually be made within six months of the client having received a final written response from us about their complaint. Complaints to the Legal Ombudsman must usually be made within six years of the act or omission about which the client is complaining occurring; or within three years from when the client should have known about or become aware that there were grounds for complaint. The Legal Ombudsman will not accept complaints where the act or date of awareness was before 6 October 2010.
For further information, please contact the Legal Ombudsman on 0300 555 0333 or visit www.legalombudsman.org.uk. The Legal Ombudsman may be contacted at PO Box 6806, Wolverhampton WV1 9WJ.
If you believe that one of our solicitors might be dishonest or you have concerns about their ethics or integrity, you also have the right to notify our regulator, the Solicitors Regulation Authority (SRA). There are no time limits for making a report but there are limits on what the SRA will consider. Please note that the SRA is not able to deal with issues of poor service (complaints of this nature should instead be referred to the Legal Ombudsman). For further information about the SRA's role, please contact the SRA or visit the SRA Website.
If we have to change any of the timescales above, we will let you know and explain why.