Our complaints procedure

Our 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 service to you.

What you are required to do

If you have a complaint about any aspect of our service, please contact us with full details.

What we will do

  • We will acknowledge your complaint in writing as soon as possible following its receipt by us when we will notify you of the name of the person who will deal with your complaint.
  • We will record your complaint in our central register
  • We will investigate your complaint as follows:

(a) The person dealing with the matter will investigate the circumstances of your complaint and we will write to you within 14 days. We would hope to resolve the matter at this stage.

(b) If we feel that it would help, we may invite you to a meeting to discuss the matter with a view to resolving the complaint. Even if we do not suggest a meeting you are entitled to ask for one yourself.

(c) If there has been a meeting we will write to you within 7 days to confirm what has taken place and any agreement reached.

We aim to conclude the procedure within 8 weeks from the date of your complaint. If we do not hear from you in response to our writing to you to answer your complaint, we shall assume at the end of that time that you are satisfied with our explanation or proposals to remedy your complaint.