Client Care Policy

We strive to give our clients the best possible service. However, if at any point you are unhappy or concerned about the service we have provided then please inform us immediately so that we can do our best to provide a resolution.

To raise your initial complaint, you should contact the individual who is working on your case to discuss your concerns with them, so that we can do our best to resolve any issues at this stage. We respond to complaints immediately, offering an official response within a maximum of 8 weeks from receiving our acknowledgement.

In any event that we are unable to satisfy a resolution to your complaint then you can have the complaint independently investigated by the Legal Ombudsman.

Before accepting a complaint for the investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. You must take your complaint to Legal Ombudsman within six months of receiving our final response to your complaint. Complaints cannot be more than six years from the date of act/omission or no more than three years from when you have reasonably known there was a cause for complaint.

For more information about the Legal Ombudsman please contact them directly on the details below.

Contact details

Visit: www.legalombudsman.org.uk
Tel: 0300 55 0333
e-mail: enquiries@legalombudsman.org.uk
Write to:
Legal Ombudsman
PO BOX 6806,
Wolverhampton
WV1 9WJ

Additionally, you may wish to bring your concerns to the Solicitors Regulation Authority. This could be for financial reasons, discrimination or being treated poorly. You can raise your concerns with the Solicitors Regulation Authority by using the ‘clickable’ logo below to make contact.