Our Complaints Procedure

Our complaints policy

We are committed to providing a high-quality legal service to our clients. This includes a commitment to putting things right when they go wrong. When something does go 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 Chris Gates, our complaints officer, by post to our Victoria Street office or by email: [email protected] . It is preferable that you put your concerns in writing but, if you would prefer not to, he can be contacted by telephone: 01524 402065

What will happen next?

  1. We will send you a letter acknowledging your complaint and may ask you to confirm or explain the details. We will also let you know the name of the director who will be dealing with your complaint. You can expect to receive our letter within five days of us receiving your complaint.
  2. We will record your complaint, opening a file after receiving your complaint.
  3. We will then start to investigate your complaint. This will normally involve the director considering the file with the member of staff who acted for you. You should receive a detailed reply to your complaint within the following fourteen days, including suggestions for resolving the matter.
  4. If you wish, the director will invite you to meet with them to discuss and, we hope, resolve your complaint. They will do this within five days of our receiving your request for a meeting. Within five days of any meeting we will write to you to confirm what took place and any solutions we have agreed with you.
  5. At this stage, if you are still not satisfied you can write to us again. We will then review our decision by asking another director to consider your complaint.
  6. We will let you know the result of the review within fourteen days of the end of the review. At this time we will write to you confirming our final position on your complaint explaining our reasons.
  7. If you are still not satisfied, you can contact the Legal Ombudsman about your complaint. Their contact details are:

Telephone: 0300 555 0333

Address: PO Box 6806, Wolverhampton WVI 9WJ.

Email: [email protected]


Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. You must take your complaint to the Legal Ombudsman:

  • Within six months of your receiving a final response from us to you complaint; and
  • no more than six years from the date of the act/omission, or
  • no more than three years from when you should reasonably have known about the complaint.

If you would like more information about the Legal Ombudsman, please contact them.