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.
Our complaints procedure
If you have a complaint, please contact Jonathan Hassall, our Client Care Partner. You can contact him on 0161-941-4000 or via email on firstname.lastname@example.org.
What will happen next?
- We will record your complaint in our central register and open a file for your complaint. We will do this within two days of receiving your complaint.
- We will send you a letter acknowledging your complaint within five days of us receiving it. In that letter we will let you know the name of the person who will be dealing with your complaint.
- We will then start to investigate your complaint. In most cases we expect to be able to complete our investigation within four weeks of receiving your complaint. Our investigations will involve discussing the matter with the member(s) of staff who have acted for you and considering the file and any other relevant papers. We may ask you for more information.
- Within four weeks of receiving your complaint we will write to you. If we have completed our investigation our letter will tell you our decision. If we need more information from you our letter will ask you for further details. If we think that a meeting will help to discuss your complaint and hopefully resolve it we will suggest that you meet Jonathan Hassall.
- If we suggest a meeting and you do not want one or it is not possible we will send you our reply within six weeks of receiving your complaint.
- At this stage, if you are still not satisfied you can contact us again. We will then arrange to review our decision. This will happen in one of the following ways. Jonathan Hassall will review his own decision within ten days. We will arrange for someone in the firm who has not been involved in your complaint to review it. They will do this within ten days.
- We will let you know the result of the review within two weeks of the end of the review. At this time we will write to you confirming our final position on your complaint and explaining our reasons.
If we have to change any of the timescales above, we will let you know and explain why.
If we are unable to help or you are unhappy with our response you have the right to send your complaint for an independent review to the Legal Ombudsman, who can investigate complaints up to 6 years from the date of a problem occurring or within three years when you found out about the problem. If you wish to refer your complaint to the Legal Ombudsman this must be done within six months of our final response to your complaint. The contact details for the Legal Ombudsman are as follows:
Address: PO Box 6806 Wolverhampton WV1 9WJ
Telephone: 0300 555 0333
If your complaint is of a more serious or professional conduct issue by one our solicitors or member of staff then you have the right to refer to our Regulator, the Solicitors Regulation Authority. Their details are as follows:
Address: Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN
Telephone: 0370 606 2555