Our Complaints Policy
We are committed to providing a high-quality legal service to all our clients. When something goes wrong and you are dissatisfied with the service we have provided we need you to tell us about it. This will help us to improve our standards and the service that we offer.
If you have a complaint contact us with the details.
What will happen next?
We will send you a letter acknowledging receipt of your complaint within 3 working days of receiving it, enclosing a copy of this procedure.
We will then investigate your complaint. This will normally involve passing your complaint to our Complaints Handler, Beth Field, who will review your matter file and speak to the member of staff who acted for you. She will conduct a thorough investigation of the circumstances regarding your complaint. If your complaint is regarding Beth Field, Hayley Pearson will investigate your complaint.
Beth Field will then invite you to a meeting to discuss and hopefully resolve your complaint. She will do this within 14 working days of sending you the acknowledgement letter.
Within 3 working days of the meeting, Beth Field will write to you to confirm what took place and any solutions she has agreed with you.
If you do not want a meeting, or it is not possible, Beth Field, will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 21 working days of sending you the acknowledgement letter.
At this stage, if you are still not satisfied, you should contact us again and we will arrange for appropriate alternative such as review by another local Solicitor to review the decision.
We will write to you within 14 working days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons. If you are still not satisfied, you can contact the Legal Ombudsman about your complaint:
PO Box 6806
Any complaint to the Legal Ombudsman must usually be made within twelve months of the date of our final written response on your complaint but for further information, you should contact the Legal Ombudsman on 0300 555 0333 (Calls to the Legal Ombudsman cost the same as a normal 01 or 02 landline number, even from a mobile phone, and are recorded for training and monitoring purposes) or at firstname.lastname@example.org.