Our Complaints Policy
We are committed to delivering an outstanding service to all our clients at all times. However, if at any point you become dissatisfied or concerned about the service we have provided, or if you are unhappy about your bill, you should contact the senior fee earner responsible for your matter in the first instance to discuss your concerns, or alternatively the firm’s complaints partner, Maria Monan, who will be happy to discuss the matter with you with a view to resolving any issues at this stage.
If you wish to make a formal complaint, please contact our Complaints Partner, Maria Monan, who will then initiate our Client Complaints Procedure (a copy of which will be sent to you upon request). We will then have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman at the address below, who will look at your complaint independently. Making a complaint will not affect how we handle your case.
Making a Formal Complaint - What will happen next?
Following receipt of the formal complaint we will reply to you within 3 working days identifying the individual responsible for investigating the complaint and confirming the steps we are taking and our expected timetable for doing so.
We will then investigate your complaint thoroughly and provide our substantive response. We aim to respond in full to all complaints within eight weeks from the date of receiving your complaint, but we will keep you informed if we are not going to be able to meet that timescale. At the conclusion of the investigation of your complaint you will be advised of our response in writing.
If you are still not satisfied, you can then contact the Legal Ombudsman about your complaint at the following address:
Legal Ombudsman
PO Box 6167
Slough
SL1 0EH
Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving our final written response to your complaint and no more than one year from the date of the act or omission about which you are complaining, or if outside of this period, no more than one year from when you should reasonably have known there was cause for complaint
For further information, you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk.
If you would like to speak to our expert legal team about this, or any related subject then please contact our team by phone on 0207 936 6329, Email or by completing our Quick Contact Form below.
Please note that we are unable to offer free legal advice. Our client services team are here to take your case details and explain any costs involved