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Complaints Procedure

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.

If you have a complaint, please contact us with the details.

What will happen next?

1. Acknowledgement of Your Complaint
Upon receipt of your complaint, we will send you a written acknowledgement within three working days, enclosing a copy of this complaints procedure.

2. Initial Investigation
Your complaint will be referred to our Complaints Handling Partner, Jannette Luker, who will:

  • Review your file and the circumstances of your complaint;

  • Consult with the member(s) of staff involved;

  • Request any further information or documentation from you if necessary.

3. Meeting to Discuss Your Complaint
Within 14 calendar days of sending the acknowledgement, Jannette Luker will invite you to a meeting to discuss your complaint, either with herself or a Supervising Partner to whom the matter may be delegated (and you will be informed if this occurs). The meeting is intended to clarify the issues and seek a resolution.

4. Confirmation Following the Meeting
Within three working days of the meeting, you will receive a written summary from Jannette Luker or the Supervising Partner, confirming what was discussed and outlining any agreed solutions.

5. If a Meeting is Not Possible or Declined
If you do not wish to attend a meeting or if a meeting cannot be arranged, a detailed written response addressing your complaint, including any proposed resolutions, will be provided within 21 calendar days of the acknowledgement letter.

6. Further Review
Should you remain dissatisfied following the written response or meeting outcome, you may request an independent review by another partner. This review will be completed within 14 calendar days of your request, and a full written response will be issued.

7. Overall Timescale for Complaints
We endeavour to resolve all complaints within eight weeks from the date the complaint is received. If your complaint remains unresolved after this time, you are entitled to escalate your complaint to the Legal Ombudsman.

8. Referral to the Legal Ombudsman
The Legal Ombudsman will only consider complaints if you have first attempted to resolve the matter with us.

You must refer your complaint to the Legal Ombudsman:

  • Within six months of receiving our final written response; and

  • No later than one year from the date of the act or omission giving rise to the complaint, or

  • No later than one year from the date you ought reasonably to have known there were grounds to complain.

9. Contact Details for the Legal Ombudsman
For further information or to make a complaint, you may contact the Legal Ombudsman as follows:

10. Changes to Timescales
If we need to extend any timescales, we will inform you promptly, explain the reasons for the delay, and provide a revised timetable.

For further information, speak to one of our experts