COMPLAINTS AND EXTERNAL REVIEW

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should tell us immediately so that we can do our best to resolve the problem.

Below is our Complaints Procedure together with details how you may refer your complaint to the Solicitors Regulation Authority or the Legal Ombudsman. 


Our complaints policy

We are committed to providing a high-quality legal service to all clients. When something goes wrong or you are otherwise dissatisfied we need you to tell us about it. This will help the Practice to maintain and improve its standards. Any expression of dissatisfaction with our service to you is a complaint.


Our complaints procedure

If you have a complaint, please contact the person who you have been dealing with (the “relevant person”) and give them full details of your complaint.


What will happen next?

If they need to clarify anything or ask you to explain the details of your complaint they will ask you for this then or may write to you acknowledging receipt of the complaint and request the clarification or explanation. You can expect to receive their letter within five working days of them receiving your complaint. 

At the same time the “relevant person” will record your complaint in the Practice’s central register and open a file for your complaint. This is to allow monitoring and supervision within the Practice.

After receipt of any extra information from you and within twenty one working day of receipt of your complaint the relevant person will seek to resolve your complaint with you. If this is not possible you will be informed that an investigation of your complaint will be undertaken by another person within the Practice; the Investigating Person.

The “relevant person” will then pass your complaint to the Investigating Person who will then investigate your taking account of the initial attempt to resolve it. The Investigating Person will:



  1. consider your complaint, any additional information provided, speak to the relevant person who acted for you and their proposals for settlement. They will then invite you to a meeting to discuss the matter or if that is not possible send you a detailed reply. This invitation will be made within twenty one working days of receipt of the complaint by them; 
  2. within five working days of the meeting the Investigating Person will write to you to confirm what took place and any solutions that have been agreed with you: “the final solution proposed by the firm”.
  3. if you do not want a meeting, you will receive a detailed reply to your complaint which will include suggestions for resolving the matter; this letter will be sent to you within ten working days of the invitation to the meeting;
  4. within a period of five working days of the date of that letter you will have the opportunity to agree the solution proposed by the Investigating Person or agree any other “final solution proposed on behalf of the firm”.


External Review

If having used the Complaints Procedure of the firm you remain dissatisfied with the final solution proposed you have the opportunity to refer your complaint to either the Solicitors Regulation Authority (SRA) or the Legal Ombudsman (LeO).

The SRA can help you if you are concerned about our behaviour. This could include things like dishonesty , loss of money or treating you unfairly because of your age, a disability or other characteristic. 

The complaint should be sent to the SRA at The Cube, 199 Wharfside, Birmingham BN1 1RN; telephone 0370 606 2555.

LeO will receive complaints if you are unhappy with a solicitor’s work or service. They will look at your complaint independently and it will not affect how we handle your case. 

Before accepting a complaint for investigation LeO will check that you have tried to resolve it with us first. If you have you must make your complaint to LeO within 6 month of receiving our final response and not more than 6 years from the date of the event or, alternatively, not more than 3 years from when you should have known that there was a cause for complaint.

You can send your complaint to LeO at P O Box 6806 Wolverhampton WV1 9WJ; telephone 0300 555 0333;  email, enquiries@legalombudsman.org.uk.

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