Complaints Handling Procedure

Our complaints handling policy

We are committed to providing a quality legal service to all our clients. When something goes wrong, we need you to tell us about it. Please inform us your complaints or concerns in writing. This will help us to maintain and improve our standards.

Our complaints handling procedure

If you have a complaint, please write to us with the details. There is no set form to complete or fill in. The Principal will be responsible person for handling complaints.

What will happen next?

1. We will send you a letter acknowledging your complaint within ten working days of receiving your complaint, enclosing a copy of this procedure. We may ask you to confirm or explain the details further.

2. We will then start to investigate your complaint. This may involve one or more of the following steps:

3. Alternatively or in addition, the Principal may write inviting you to meet him and discuss and, we hope, resolve your complaint. We will do this within the above time scale, i.e. 28 working days of acknowledgment. After the meeting he will write to you to confirm what took place and any solutions he has agreed with you. If you do not want a meeting or it is not possible/practicable, he will send you a detailed reply to your complaint within the above time scale.

4. At this stage, if you are still not satisfied, you can write to us again with reasons. We will then arrange to review our decision. We will let you know the result of the review within 21 working days of receiving the review request.

5. If you are not satisfied with the outcome of the complaint, you can then contact the Legal Ombudsman at Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ or
call 0300 555 0333 about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of your receiving a final written response from us regarding your complaint. The Legal Ombudsman has provided further guidance on its service at

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