We are committed to providing a high standard of service. If something goes wrong, we want to hear about it.
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. We take all complaints seriously and aim to resolve them promptly and fairly.
If you have a concern about the service you have received, please contact us in the first instance by:
Please provide as much detail as possible, including the name of the solicitor handling your matter, the nature of your concern, and the outcome you are seeking.
We will acknowledge your complaint in writing within three working days of receiving it and confirm the name of the person who will be dealing with it.
Your complaint will be reviewed by a senior member of the firm who was not involved in the matter giving rise to the complaint. We may contact you to seek further information or clarification.
We aim to send you a full written response within eight weeks of receiving your complaint. Our response will set out our findings and, where appropriate, any remedial action we propose to take.
If you are not satisfied with our response, or if we have not resolved your complaint within eight weeks, you have the right to refer your complaint to the Legal Ombudsman.
The Legal Ombudsman deals with complaints about poor service from lawyers. Before accepting a complaint, the Legal Ombudsman will check that you have tried to resolve your complaint with us first.
The Legal Ombudsman can be contacted as follows:
Normally you must refer your complaint to the Legal Ombudsman within one year of the act or omission about which you are complaining, or within one year of when you should reasonably have known there was cause for complaint. You must also refer the complaint within six months of our final written response.
If your complaint relates to our conduct as a firm — for example if you believe we have acted dishonestly or breached our professional obligations — you may also report this to the Solicitors Regulation Authority (SRA):
Please note that the SRA deals with conduct issues only and is not able to deal with complaints about the quality of service or to award compensation.
As a regulated firm, we are required to inform you that, in addition to the Legal Ombudsman, you may also consider alternative dispute resolution (ADR) schemes. However, we are not obliged to submit to an ADR process and we will confirm our position on this if it becomes relevant.