Complaints 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 you have a complaint, please contact us with the details. In the first instance, please raise the complaint with the person dealing with your matter. If this cannot be resolved with them then we will deal with the complaint as stated below.

What will happen next?

1. We aim to resolve your complaint within eight weeks of your notification. We will send you a letter acknowledging receipt of your complaint within seven 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 complaint manager Ms. Antoinette Woghiren, who will review your file or matter and speak to the member of staff who acted for you.

3. Ms. Antoinette Woghiren will then invite you to a meeting if appropriate to discuss and hopefully resolve your complaint. She will do this within 14 days of sending you the acknowledgement letter.

4. Within three days of the meeting, Ms. Antoinette Woghiren 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, Ms. Antoinette Woghiren will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.

6. If you are not satisfied and request a review, 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.

7. If you are still not satisfied, you can then contact the Legal Ombudsman (LeO) at PO Box 6806 Wolverhampton WV1 9WJ 9EB about your complaint. You can also e-mail the Legal Ombudsman (LeO) at enquiries@legalombudsman.org.uk or telephone them on 0300 555 0333 or +44 121 245 3050 if calling from overseas. For further information, please access the Legal Ombudsman (LeO)’s website: www.legalombudsman.org.uk.

8. Please note that the time limit for complaint to Legal Ombudsman (LeO) must usually be made within six months of the date of our final decision on your complaint. Complaints to the Legal Ombudsman must usually be made within one year of the act or omission about which you are complaining occurring ;or within one year from when you should have known about or become aware that there are grounds for complaint. For further information you should contact the Legal Ombudsman on their contact details above or visit their website.

9. If your complaint involves dishonesty, then we will advise you to report this to the Solicitors Regulation Authority, who will deal with this.

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