Our Complaints Policy
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 about a legal advisor and you have not been able to resolve it to your satisfaction by discussing it with him, please contact the Head of the Department concerned. The name of the Department Head will have been communicated to you at the commencement of the matter but will be confirmed by any member of staff on request. In the event that your complaint relates to the Department Head then you should contact David Thornley, our Complaints Director.

What will happen next?
1. Within 2 working days of us receiving your complaint we will send you a letter of acknowledgement and confirm the name of the person who will be dealing with it.
 2. If we require further information from you or we need to confirm that we have properly understood the nature of your complaint you can expect to hear from us to this effect within a further 3 working days. Alternatively, if we have all the information we need we will confirm this.
3. We will then start to investigate your complaint. This will usually take no more than 5 working days.
4. We will then invite you to meet the complaint handler to discuss and, it is hoped, resolve your complaint. Within 2 working days of the meeting we will write to you to confirm what took place and any measures we have agreed with you.
5. If you do not want a meeting or it is not possible, we will send you a detailed response to your complaint. This will include our suggestions for resolving the matter.
6. At this stage, if you are still not satisfied you can write to us again. The Department Head will review his decision within 2 working days. If he is not willing to change his decision he will refer the matter to the Complaints Director who will take a fresh look at your complaint within 5 working days. If the Complaints Director made the original decision the review will be conducted by the corporate managing director, Paul Cooper.
7. We will let you know the result of the review within 2 working days 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. We will also give you the address of the Legal Complaints Service of the Solicitor’s Regulation Authority. If you are still not satisfied, you can contact them about the matter.
8. We will always try to deal with the matter within the timescales set out above but if we have to change any of them, we will let you know and explain why.