Complaints Handling Procedure

complaintsWe 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 are a client of our firm and you have a complaint, please send it writing to our Practice Manager.  (If you don’t have her direct contact details you can reach her via our main email address on our contact us page.)

We do not charge for dealing with a client’s complaint.

  1. We will email you, acknowledging receipt of your complaint within 3 working days of us receiving it, and ensure that you are aware of this procedure.
  2. We will then investigate your complaint. This will normally involve passing your complaint to our designated complaints handling person, Luke Menzies, our firm’s Director. Luke Menzies will review the matter you have complained about. If your complaint is about a member of staff, Luke Menzies will speak to that person.
  3. Luke Menzies will then offer you the option of speaking with him to discuss and hopefully resolve your complaint. This will happen within 14 days of us acknowledging receipt of your complaint wherever possible.
  4. Within 7 days of that discussion, wherever possible, Luke Menzies will write to you. He will confirm the firm’s decision and any solutions he has agreed with you.
  5. If you do not want such a discussion, or if it is not possible or helpful for one to take place, Luke Menzies will send a written reply to your complaint, including his suggestions for resolving the matter, within 21 days of us acknowledging receipt of your complaint, wherever possible.
  6. At this stage, if you are not satisfied with the outcome, you should contact us again within 7 days of receiving our decision to ask for it to be reviewed.
  7. If you ask for a review you will receive a written response within 14 days (wherever possible) of us receiving your request for a review. We will confirm our final position on your complaint and explaining our reasons.
  8. If we have to change any of the timescales above, we will let you know and explain why.
  9. If you are still not satisfied about a complaint of poor service, you may then contact the Legal Ombudsman at PO Box 6806, Wolverhampton WV1 9WJ about your complaint if you are an individual or any of the other types of client listed below. Any complaint to the Legal Ombudsman must usually be made within 6 months of the date of our final decision on your complaint but for further information, you should contact the Legal Ombudsman (0300 555 0333 or refer to www.legalombudsman.org.uk).
  10. Those clients who are entitled to complain to the Legal Ombudsman are:
    • an individual;
    • a micro-enterprise (with fewer than 10 staff and a turnover or balance sheet value not exceeding €2 million);
    • a charity with an annual income less than £1 million;
    • a club, association or society with an annual income less than £1 million;
    • a trustee of a trust with a net asset value less than £1 million; or
    • a personal representative or the residuary beneficiaries of an estate where a person with a complaint died before referring it to the Legal Ombudsman.
  11. If you have concerns about a solicitor who you have not instructed, or if your complaint relates to a breach of SRA Standards and Regulations or to an allegation of dishonesty or discrimination, you may complain to the Solicitors Regulation Authority (SRA).