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Our complaints procedure


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, contact us with the details.

What will happen next?

1. We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out.  We will also let you know the name of the person who will be dealing with your complaint.  You can expect to receive our letter within five working days of us receiving your complaint.

2. We will record your complaint in our central register and open a separate file for your complaint.  We will do this within one working day of receiving your complaint.

3. We will then start to investigate your complaint.  This will normally involve the following steps.

  • We will pass your complaint to Ilinca Mardarescu, our Client Care Manager, within three days.
  • She will ask the member of staff who acted for you to reply/comment on your complaint within five days.
  • She will then examine their reply and the information in your file and, if necessary, she may also speak to them.  This will take up to five working days from receiving their reply and the file.

4. Ms Mardarescu may then invite you to a meeting and discuss and hopefully resolve your complaint.  If she does this, this will be done within a further five working days.

5. Within five working days of the meeting Ms Mardarescu will write to you to confirm what took place and any solutions she has agreed with you.

If you do not want a meeting or it is not possible, Ms. Mardarescu will send you a detailed reply to your complaint.  This will include her suggestions for resolving the matter.  She will do this within five working days of completing the investigation.

6. At this stage, if you are still not satisfied you should contact us again.  We will then arrange to review our decision.  This will happen in one of the following ways.

  • A partner of the firm will review Ms. Mardarescu’s decision within ten days.
  • We will invite you to agree to independent mediation within ten days.  We will let you know how long this process will take.

7. We will let you know the result of the review within five 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. 

            If we have to change any of the timescales above, we will let you know and explain why.

8. If, following this procedure, you are still not satisfied, you can contact the Legal Ombudsman about your complaint.

Legal Ombudsman
PO Box 6167

Please note that a complaint to the legal Ombudsman must be made;

  • Within six months of receiving our final response to your complaint; and
  • No more than one year from the date of the act or omission being complained about; or
  • No more than one year from the date when you should reasonably have known that there was cause for complaint.

9. The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.