Client Feedback

The complaint procedure outlined here can only be used by our clients.

We are committed to providing a quality service to our clients. We value client feedback because it helps us improve our service continuously. If you feel that you are not receiving excellent client service, or that something could be improved, please tell us. If we have fallen short of the high standards we set for ourselves, we would like the opportunity to put it right.

What Do I Do if I Have Feedback or a Complaint?

It is helpful to first discuss any feedback or concerns with the lawyer dealing with your matter. This allows us to resolve most concerns quickly.

If your lawyer cannot resolve the concern informally, or if the issue is serious and you do not feel comfortable raising it with them, you may discuss this with our complaints partner under this policy.

How Do I Raise a Complaint Under This Policy?

It helps us if you email with:

• why you feel dissatisfied with the service you have received

• how you would prefer us to contact you about your complaint

• if there is anything in particular you would like us to do to resolve your complaint

If you prefer not to email your complaint, please call us. We will agree on the best way to understand your concerns.

What Happens After I Have Made a Complaint?

Once we receive your complaint, we will:

• send an acknowledgement within 7 days

• log your complaint on our central complaints register

• investigate the concerns and arrange a discussion with you within 21 days to try to agree how to resolve the issues

• write to you within 28 days to confirm the outcome

In exceptional circumstances, we may need to extend these timescales. We will try to agree any changes with you first. If you remain unsatisfied after 8 weeks, we will remind you of how to make a complaint to the Legal Ombudsman if you are eligible.

What Might the Outcome of My Complaint Be?

We regret any dissatisfaction that our clients experience and will apologise where our service has fallen below our standards. We may also agree on steps to improve your situation and to make sure that any problems do not reoccur.

What If I Remain Unsatisfied?

If you remain dissatisfied, you may be entitled to complain to the Legal Ombudsman about our service, including our charges. This service is not available to all clients, such as large businesses. The Ombudsman generally expects clients to follow a firm’s internal complaints procedure first.

You can find more information about the Ombudsman at www.legalombudsman.org.uk. You can write to the Ombudsman at Legal Ombudsman, PO Box 6167, Slough, SL1 0EH, email enquiries@legalombudsman.org.uk, or call 0300 555 0333.

If you wish to raise a complaint with the Ombudsman, you should not delay once our process has concluded. Normally you must raise a complaint with the Ombudsman within six months of our final written response. The Ombudsman also expects complaints to be made within one year of the date of the act or omission about which you are concerned, or within one year of when you became aware there was a concern.