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Legal Advice - COVID-19 (Coronavirus) UPDATE

Complaints Handling 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 at any point
you become unhappy with the service we provide to you or you have concerns about your bill, then
you should inform us immediately so that we can do our best to resolve the problem for you.
If you have a complaint, please contact us with the details.

What will happen next?

1. We will send you a letter acknowledging receipt of your complaint within three days of
receiving it, enclosing a copy of this procedure.

2. We will then investigate your complaint. This will normally involve passing your complaint to
our managing partner, James Naylor, who will review your matter file and speak to the
member of staff who acted for you.

3. Mr Naylor will then invite you to a meeting to discuss and hopefully resolve your complaint.
He will do this within 14 days of sending you the acknowledgement letter.

4. Within three days of the meeting, Mr Naylor will write to you to confirm what took place and
any solutions he has agreed with you.

5. If you do not want a meeting or it is not possible, Mr Naylor will send you a detailed written
reply to your complaint, including his suggestions for resolving the matter, within 21 days of
sending you the acknowledgement letter.

6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for
another solicitor at the firm to review the decision.

7. We will write to you within 14 days of receiving your request for a review, confirming our final
position on your complaint and explaining our reasons.

8. If we are unable to resolve your complaint within eight weeks after you have brought it to our
attention, then you can have the complaint independently looked at by the Legal
Ombudsman. The Legal Ombudsman investigates complaints about poor service from
lawyers.
The Legal Ombudsman can investigate complaints up to six years from the date of the
problem happening or within three years of when you found out about the problem. If you
wish to refer your complaint to the Legal Ombudsman this must be done within six months of
our final response to your complaint. The contact details for the Legal Ombudsman are as
follows:

Calls from both mobiles and landlines to 03 numbers cost no more than calls to national
geographic numbers (starting 01 or 02). Calls are recorded and may be used for training and
monitoring purposes.

  • For minicom: call 0300 555 1777
  • In writing: Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ

Do not send original documents to the Legal Ombudsman. They will scan any documents you
send to make computer copies and then destroy the originals.

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

10. We will not charge you for handling your complaint.

11. Details of how you can raise your concerns with the Solicitors Regulation Authority can be found at their website: http://www.sra.org.uk. Please note that the SRA are concerned with breaches of professional standards rather than concerns about the level of service.