How we use cookies

We use necessary cookies to make our site work. We'd also like to set optional analytics cookies to help us to improve it. We won't set optional cookies unless you enable them. Using this tool will set a cookie on your device to remember your preferences.

For more detailed information about the cookies we use, see our 'Cookies Page'.

Necessary cookies

Necessary cookies enable core functionality such as security, network management, and accessibility. You may disable these by changing your browser settings, but this may affect how the website functions.

Analytics cookies

We'd like to set Google Analytics cookies to help us to improve our website by collecting and reporting information on how you use it. For more information on these cookies please see our 'Cookies Page'. The cookies collect information in an anonymous form.

Select your preference:

Analytics cookies

C

Complaints Handling 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, please contact us with the details.

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within ten working days of us receiving the complaint, enclosing a copy of this procedure.
  2. We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, Steven Porter, who will review your matter file and speak to the member of staff who acted for you.
  3. Steven Porter 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 five days of the meeting, Steven Porter 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, Steven Porter 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 partner 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 you are still not satisfied with out handling of your complaint you can ask the Legal Ombudsman of PO Box 6806 Wolverhampton WV1 9WT telephone 0300 555 0333 or email enquiries@legalombudsman.org.uk to consider the complaint. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final decision on your complaint. For further information, you should contact the Legal Ombudsman.