Complaints Policy

Our 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.

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Our complaints procedure

We aim to offer all our clients an efficient and effective service and are confident that we do so. However, should there be any aspect of our service with which you are unhappy with and which cannot be initially resolved with the person who has conduct of your file you may raise the matter in writing, with Mark Dransfield who will peruse your file and discuss this with the fee earner concerned.

The following will then happen:

  1. Within three days we will send you a response, acknowledging your complaint and asking you to confirm or explain any further details. If it seems appropriate we will suggest a meeting at this stage. We will also let you know the name of the person who will be dealing with your complaint which generally would be Mark Dransfield.
  2. We will then record your complaint in our central register and open a file for your complaint. We will also investigate your complaint in detail.
  3. We would hope to be in a position to write to you further no longer than 8 weeks after receiving your letter of complaint to Mark Dransfield who will write fully to you setting out his views on the situation and any redress that we would feel to be appropriate. If you would prefer to meet to discuss the file we will be very pleased to arrange a meeting.
  4. Within three days of any meeting we will write to you to confirm what took place and any suggestions that we have agreed with you. In appropriate cases we could offer an apology, a reduction of any bill or a repayment in relation to any payment received.
  5. We will let you know the result of the review within five working days of the end of the review.

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If you are still not satisfied

If you are still not satisfied, the next step is for you to contact the Legal Ombudsman by one of the following methods:

The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.

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Contacting the Solicitors Regulation Authority

Separate to the procedure set out above please be aware you may contact The Solicitors Regulation Authority if you have concerns about the way in which our firm or our solicitors behave. Such concerns you feel may relate to treating you unfairly because of a personal characteristic (ie age, disability etc) or concerns as to honesty or integrity, or processing money we receive from you to hold on our client account. Please do visit The Solicitors Regulation Authority at Solicitors Regulation Authority for further information in this respect.