We aim to offer all of our clients an efficient and effective service.  If, however, you have any queries or concerns about our work for you, please take them up with the person who has the main responsibility for your case.  If that does not resolve the problem to your satisfaction or you would prefer not to speak to them please take it up with our firm’s client care director, Faye Louzado, who is responsible for our complaint procedure (see below) or, indeed, with any other director. 

All firms of solicitors are obliged to attempt to resolve problems that clients may have with the service provided.  It is therefore important that you immediately raise any concern with us.  We value our clients and would not wish to think you have any reason to be unhappy with us or our service.

If you have cause to raise a complaint with us:

  1. We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
  2. We will then investigate your complaint. This will normally involve our client care director reviewing your matter file and speaking to the member of staff who acted for you. If she is unavailable or it is not appropriate for her to deal with the matter it will be investigated by one of our other directors not directly involved in the matter.
  3. You will then be provided with a written response to your complaint (see 5 below). If appropriate, however, (either because of the nature of the complaint or because you wish) you will be invited to a meeting to discuss and hopefully resolve your complaint. This will normally be arranged within 14 days of sending you the acknowledgement letter.
  4. Within three working days of the meeting, we will write to you to confirm what took place and any solutions agreed with you.
  5. If you do not want a meeting or it is not possible, Mrs Louzado (or the director investigating the matter) will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter. 
  6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for someone unconnected with the matter at the firm 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 the Legal Ombudsman, PO Box 15870, Birmingham, B30 9EB about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response on your complaint but for further information, you should contact the Legal Ombudsman on 0300 555 0333  or at enquiries@legalombudsman.org.uk.

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