We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service, we provided then you should inform us immediately, so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues. If you would like to make a formal complaint, then you can read our full complaints procedure Making a complaint will not affect how we handle your case.

Complaints Handling Procedure

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. 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 client care Director, Jennifer Simmons, who is also a solicitor , (or if not available another Director or senior solicitor will be appointed in her place) who will review your compliant and matter file and speak to the member of staff who acted for you.
3. You will then be invited to a meeting with Jennifer Simmons (or if not available another Director or senior solicitor will be appointed in her place) to discuss and hopefully resolve your complaint within 14 days of sending you the acknowledgement letter.
4. Within three days of the meeting, Jennifer Simmons (or if not available another Director or senior solicitor will be appointed in her place) will write to you to confirm what took place and any solutions agreed with you.
5. If you do not want a meeting or it is not possible, Jennifer Simmons (or if not available another Director or senior solicitor will be appointed in her place) will send you a detailed written reply to your complaint, including suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
6. You will be given seven days to reply either accepting our proposals or requesting a review together with your alternative proposals.
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 contact the Legal Ombudsman, by post:
PO Box 6167
Sough
SL1 OEH

Telephone: 0300 555 0333 Minicom: 0300 555 1777
Website: www.legalombudsman.org.uk
or at enquiries@legalombudsman.org.uk.

Any complaint to the Legal Ombudsman must usually be made 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.