One of our key values is to deliver excellent client experience.
We do however, accept that there may be times when things don’t go as planned and you feel dissatisfied with the process. When this happens, we want to hear about it so we can explain things and put them right.
As part of this commitment, we take each complaint seriously and endeavour to act on each one and handle them in a timely, fair and consistent manner.
How to make a complaint
- To make a complaint, please put it in writing to the lawyer concerned. Your letter will be acknowledged within two days and the lawyer will inform the Client Care Partner immediately. We will then aim to resolve your complaint within eight weeks from receipt of your letter of complaint.
- If the lawyer cannot resolve the complaint to your satisfaction, it will be referred to the lawyer’s Team Leader. If the Team Leader is unable to resolve your complaint then it will be referred to the Client Care Partner who will contact you with a view to trying to resolve the complaint.
- Unless your complaint can be resolved by correspondence, you may be invited to a meeting or a video call with the Client Care Partner and the lawyer concerned. After full consultation with both parties, the Client Care Partner will write to you with a decision or a proposal for the resolution of your complaint.
- If your complaint is about the Client Care Partner it will be referred to the Managing Partner for resolution.
- We will communicate with you in the most convenient way for you.
- We will not make any charge for handling your complaint.
If you are not satisfied with our final response you have the right to complain to the Legal Ombudsman. Any complaint made to the Legal Ombudsman must usually be made within six months of our final written response to your complaint or within six years of the act or omission you are complaining about occurring (of if outside of this period, within the three years of when you should reasonably have been aware of it). If your complaint refers to an invoice you have an additional right to challenge the invoice.
How to make a complaint about a barrister
If we have instructed a barrister on your behalf, you have a right to complain about the service provided by that barrister. If you wish to make such a complaint, please inform the lawyer advising you and we will provide you with the necessary complaint process information. You can also make a complaint about a barrister directly to the Legal Ombudsman.
Contact details for the Client Care Partner, Managing Partner and Legal Ombudsman are below:
Client Care Partner – Simon Fisher
Managing Partner – Derek Rodgers
Legal Ombudsman
PO Box 6167, Slough, SL1 0EH
www.legalombudsman.org.uk
0300 555 0333
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 to see how you can raise your concerns with the Solicitors Regulation Authority.