Whilst we recognise you are entitled to expect and receive an efficient service from us from time to time despite our best intention’s problems may arise.  If at any time you become unhappy or concerned about the service we have provided to you then please inform us immediately so we may attempt to resolve the matter. We aim to maintain a good relationship with our clients and with that in mind we have put in place the following complaints procedure so that any issues arising can be dealt with promptly.

In the first instance please contact the fee earner who has conduct of your file in writing / email who will endeavour to rectify the problem straight away, if they cannot, you will be informed that you can expect a reply within 14 days setting out the action to be taken or required to be taken to rectify your concerns. If you are not satisfied with the response received please refer your complaint to our Complaints Partner who will acknowledge receipt of your complaint within 7 days.

The Complaints Partner will then start to investigate your complaint this will involve one or more of the following steps: –

  1. The Complaints Partner will contact the fee earner within 7 days and ask them to provide a response to your complaint within 21 days.
  2. The Complaints Partner will examine their response and examine your file and will do so within 14 days of receiving the response from the fee earner.
  3. After considering your complaint and the response received the Complaints Partner will send you a detailed reply and / or you will be invited to attend a meeting to discuss and resolve your complaint. This will be done within 21 days.
  4. Within 7 days of any meeting the Complaints Partner will write or email you to confirm the discussions which took place and any solutions agreed with you.

If there are any changes to any of the time scales above you will be notified in advance.

If you are still not satisfied as to the resolution of your complaint the office of the Legal Ombudsman may help you. They will look at your complaint independently however before accepting your case the Legal Ombudsman will check to ensure you have tried to resolve your complaint with us first.

You can contact The Legal Ombudsman at: –

The Legal Ombudsman P.O. Box 6806 Wolverhampton WV1 9WJ

Telephone 0300 555 0333 between 9am – 5 pm

With effect from 15th February 2015 EU Regulations on Consumer Online Dispute Resolution (ODR) allow consumers who bought our services online to submit their complaint via an online complaint portal.

We are required under the regulations to provide our clients the following information:

1.Link to the ODR platform – please follow the following link for further information

2. Our complaints partner – Richard James Fort