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. In most cases, an informal chat with the lawyer responsible for your matter will resolve your concerns. If it does not, you can formalise your complaint or speak to someone other than the lawyer responsible for your matter. However, if you do not want to do that or if your discussions with that person do not resolve your issues, then the firm has a complaints procedure, a copy of which is available to clients on request.

What to do if we cannot resolve your complaint

1.1 We have eight weeks to consider your complaint. If we have not resolved it within this time, you may be able to complain to the Legal Ombudsman. This applies if you are an individual, a business with fewer than 10 employees and turnover or assets not exceeding a certain threshold, a charity or trust with a net income of less than £1m, or if you fall within certain other categories (you can find out more from the Legal Ombudsman). The Legal Ombudsman will look at your complaint
independently and it will not affect how we handle your matter.
1.2 Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
1.2.1 within six months of receiving our final response to your complaint;
and
1.2.2 no more than one year from the date of act/omission; or when you should reasonably have known there was cause for complaint.
1.3 If you would like more information about the Legal Ombudsman, please contact them:

Visit: www.legalombudsman.org.uk
Email: enquiries@legalombudsman.org.uk
Telephone: 0300 555 0333
Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH

What will it cost?
2.1 We will not charge you for handling your complaint.
2.2 Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding. This is explained in our Terms of Business.
2.3 The Legal Ombudsman service is free of charge.

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

Visit their website https://www.sra.org.uk/ to see how you can raise your concerns with the Solicitors Regulation Authority.

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