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Complaints Procedure

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.

Our complaints procedure

  • 1. Contact us in writing with the details.
  • 2. We will send you a letter acknowledging your complaint. You can expect to receive a letter within seven days of us receiving your complaint.
  • 3. We will record your complaint in our central register and open a separate file for your complaint. We will do this within seven days of receiving your complaint.
  • 4. We will then start to investigate your complaint. This will normally involve the following steps;-
  • 4.1. We will pass your complaint to Mr D J Milan, our Complaints Partner, within seven days.
  • 4.2. He will ask the member of staff who acted for you to reply to your complaint within a further five days.
  • 4.3. He will then examine their reply and the information in your complaint file. If necessary he may also speak to them. This will take up to two days from receiving their reply and the file.
  • 5. Within seven days of our letter acknowledging your complaint, Mr Milan will send to you a detailed reply to your complaint. This will include his suggestions for resolving the matter.
  • 6. At this stage, if you are still not satisfied, we would ask that you contact us again. We will then arrange to review our decision. This will happen in one of the following ways:-
  • 6.1. Another Partner of the Firm will review Mr Milan's decision within fourteen days.
  • 6.2. We will invite you to a meeting and discuss and hopefully resolve your complaint within fourteen days.
  • 6.3. We will ask another Partner of another local Firm of Solicitors to review your complaint within fourteen days, and will further let you know how long this process will take.
  • 7. We will let you know the result of the review within a further seven days at the end of the review. At this time, we will write to you confirming our final position on your complaint and explaining our reasons.

You must take your complaint to the Legal Ombudsman within:

  • Within six months of receiving our final response to your complaint and
  • One year from the date of the act or omission being complained about; or
  • One year from the date when you should reasonably have known that there was cause for complaint

If for any reason, we are unable to resolve any problem between us within eight weeks or you remain dissatisfied with the outcome, you have the right to complain to the Legal Ombudsman at PO Box 6167 Slough SL1 0EH, telephone 0300 555 0333, email enquiries at enquiries@legalombudsman.org.uk.
If we have to change any of the timescales above, we will let you know and explain why.