Complaints procedure
Making a complaint
We are committed to providing a high-quality legal service to our clients. When something goes wrong, we need you to tell us about it. This will help us to sort out any mistakes or misunderstandings, and to improve our standards.
If you have a complaint, please raise the problem with the lawyer responsible for your matter.
What will happen next?
- We will acknowledge receipt of your complaint in writing within three days of receiving it.
- We will then investigate your complaint. This will normally involve reviewing your file.
- Within 14 days of sending you the acknowledgement letter we will invite you to a meeting to discuss and resolve your complaint. If you do not want a meeting or it is not possible, we may instead offer you a chance to discuss the matter by telephone.
- Within three days of the meeting, or any telephone conversation we have with you instead of a meeting, we will write to you to confirm what took place and any solutions we have agreed with you.
- In any case we will send you a detailed written reply to your complaint, including suggestions for resolving the matter, within 21 days of sending you the written acknowledgement of your complaint referred to in paragraph 1 above.
- At this stage, if you are still not satisfied, you should contact us again and we will arrange to review the decision.
- 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.
- If we have to change any of these timescales we will let you know and explain why.