We take all complaints seriously. If you are unhappy about any aspect of the service you have received, please contact the person handling your matter in the first instance. If that does not resolve your concern, please write to the firm's Client Care lead.
How we will handle your complaint
- We will acknowledge your complaint within a short defined period and confirm the person who will investigate it.
- We will investigate promptly and provide a written response setting out our conclusions.
- We will keep you informed about progress.
If you remain dissatisfied
You may be entitled to refer your complaint to the Legal Ombudsman. In general, you must do so within one year of the act or omission complained of, or within six months of receiving our final response, whichever is later. The Legal Ombudsman's current contact details are published at legalombudsman.org.uk.
Conduct complaints
If your complaint concerns professional conduct rather than service, you can contact the Solicitors Regulation Authority at sra.org.uk.
Named contact, response timescales and current thresholds will be confirmed with the firm before publication.