Our complaints policy

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 do not charge fees for handling a complaint.

If you have a complaint, please contact us with the details.

What will happen next?

1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will normally involve passing your complaint to our client care Director, Mrs Elisa Ball, who will review your matter file and speak to the member of staff who acted for you.
3. Mrs Ball will then invite you to a meeting to discuss and hopefully resolve your complaint. She will do this within 21 days of sending you the acknowledgement letter.
4. Within seven days of the meeting, Mrs Ball will write to you to confirm what took place and any solutions she has agreed with you.
5. If you do not want a meeting or it is not possible, Mrs Ball will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 21 days of you confirming you do not want a meeting.
6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another Director to review the decision.
7. 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.

8. If you are still not satisfied, you can contact:
   Legal Ombudsman,
   PO Box 6167
   SLOUGH
   SL1 0EH
   about your complaint.

   A complaint to the Legal Ombudsman must be made:

   Within six months of receiving our final response to your complaint

   and

   No more than one year from the date of the act or omission being complained about; or

   No more than one year from the date when you should reasonably have known that there was cause for complaint.

   For further information, you should contact the Legal Ombudsman on 0300 555 0333 or visit www.legalombudsman.org.uk.

9. You will have 6 months from the date of our final letter to you to complain to the Legal Ombudsman.
10. If we are unable to settle your complaint alternative complaints bodies such as Ombudsman Services (www.ombudsman-services.org) exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme. We would agree to use the scheme.

    If we have to change any of the timescales above, we will let you know and explain why.

Clients with issues concerning the conduct of a solicitor may also refer such matters to the Solicitors Regulation Authority (SRA). Their address is The Cube, 199 Wharfside Street, Birmingham, B1 1RN or you can contact them online at www.sra.org.uk.