Our Complaints Procedure
If you have a complaint, contact us with the details.
We do not make a charge for investigating your complaint.
What will happen next?
- We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. (Who will ordinarily be Mr Christopher Storr who is the firm’s designated client care officer) We will endeavour to respond to you within three working days of our receiving your complaint.
- We will record your complaint in our central file and place all relevant correspondence on this file. . We will do this within one working day of receiving your complaint.
- We will then start to investigate your complaint. This will normally involve the following steps.
- We will pass your complaint to Mr Storr who is our designated client care officer, within three working days of receipt of your complaint, or in his absence another partner of the firm.
- He will ask the fee earner who acted for you to comment on your complaint within a further five working days.
- He will then consider their comments, the information in your files and speak to the fee earner. This may take up to five working days from receiving the fee earner’s reply and the file.
- Mr Storr will within three working days of completing his enquiries, invite you to meet him in order to discuss and hopefully resolve your complaint. He will do this within this time scale unless he is away from the office on leave or for some other reason in which case another senior partner will contact you accordingly.
- Within three working days of the meeting Mr Storr will write to you to confirm what took place and any solutions he has agreed with you. If you do not want a meeting or it is not possible, Mr Storr will send you a detailed reply to your complaint. This will include his suggestions for resolving the matter. He will do this within five working days of completing his investigation. At this stage, if you are still not satisfied you can contact us again. We will then arrange to review our decision. This will be undertaken by the partners of the firm who will review Mr Storr’s decision within ten working days.
- We will let you know the result of the review within five working days of the end of the review.
At this time we will write to you confirming our final position on your complaint and explaining our reasons. If you are still not satisfied with our reply any complaint to the Legal Ombudsman must normally be made within six months of receiving a final written response from us about your complaint.
If we have to change any of the time-scales above, we will let you know and explain why.
We do wish, however, to review your complaint in a detailed and proper fashion and it may be therefore that due to the absence of relevant persons from the office for various reasons, the above time limits cannot be adhered to.
You can challenge our bill by applying to the court for an assessment, under Part III of the Solicitors Act 1974. If you do, the Legal Ombudsman may decide not to consider your complaint.
The address of the Legal Ombudsman is:
The Legal Ombudsman
PO Box 6806