Our Complaints Policy
We are committed to providing a high-quality legal service to all our clients. If something were to go wrong we need you to tell us about it. This will help us to resolve such matters for the future and improve our standards.
We do not want any client to feel dissatisfied with any aspect of the service that they have received from the firm. Indeed if clients have queries or concerns about any aspect of our service or the advice that they have been given we would much prefer them to raise the matter with us at an early stage. We always make an effort to deal with any such enquiry in an open and frank manner.
Our Complaints Procedure
If you are dissatisfied with the service provided by the firm, or with the way in which we have dealt with your job, or bill (whether or not you are the client), you are entitled to complain:
- Please first contact the person dealing with the matter to indicate your concern and who, we hope, will both be able to and should resolve the issue at an early stage.
- If you prefer, you may contact Christopher Mitchell who is our designated complaints handling officer. In any event, if the issue relates to the handling of the matter by Christopher Mitchell or you prefer to do so, you can contact one of the firm’s partners).
What will happen next?
If the person dealing with your matter and to whom you may have initially informed of your concern or complaint, has been unable to resolve the matter satisfactorily and you feel that you wish to take the matter further; we will take the following action:–
- We treat any complaint very seriously and will make every effort to deal effectively with it. Your complaint will be acknowledged within 5 working days from receipt.
- We will investigate your complaint, discuss the issue with the person dealing with your matter, and respond fully to you, as soon as possible and in any event within 14 days in normal circumstances.
- If, for any reason, we are unable to respond properly within 14 days, we will tell you why, and when we do anticipate replying in full. It may be considered appropriate to discuss the problem arising with you personally.
- Although unlikely, if you remain unhappy with our response you should contact us once more to explain why.
- We will review your comments and, if appropriate, arrange for another partner to review the decision. We would aim to be able to respond to you within 14 days of receiving your request to review our initial response.
If you do not believe that we have responded to your complaint within a reasonable time, or you are not satisfied with the response, you are able to complain to the Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ. Their helpline number is 0300 555 0333, and their email address is You should contact them within six months from your last contact with this firm. Further information can be found on their website at www.legalombudsman.org.uk
