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Complaints Policy

We look at client complaints objectively and take a constructive approach to reaching a satisfactory conclusion. We recognise that complaints may provide us with an opportunity to check the quality of our service and make improvements. You will not be charged by us for handling your complaint. This policy covers complaints about our service and about how we have handled your personal data.

What happens next

Your complaint will be acknowledged within 5 working days of us receiving your complaint.

We will then investigate your complaint and respond within 8 weeks of receiving your complaint. If for any reason we need more time, we’ll let you know in advance with the reason(s) why and a date by which you’ll receive a response.

We’ll usually respond in writing and we may suggest a meeting.

We will inform you of our views and how we propose to resolve the complaint. Such solutions or remedies may include but are not limited to: (a) a verbal or written apology; (b) a review of our policies and procedures; (c) an appropriate and proportionate reduction or refund of our fees.

If your complaint is about how we have handled your personal data

If your concern relates to the way we have collected, used, stored or kept your personal information, we will deal with it under this policy, with a few differences required by data protection law:

  • We will acknowledge your complaint within 5 working days of receiving it, and in any event within 30 days.
  • We may ask you to confirm your identity, or your authority to complain if you are doing so on behalf of someone else.
  • We will look into your concern and aim to give you our response — including the outcome and anything we have done as a result — within 30 days of receiving your complaint. If the matter is complex and we need longer, we will tell you and keep you updated.
  • If you have not already seen it, we will provide a copy of our Privacy and Cookie Policy.

You do not have to complain to us first, but we would always welcome the chance to put things right. If you remain unhappy with how we have handled your personal data, you can complain to the Information Commissioner’s Office (ICO) — which is becoming the Information Commission. You can find out more at Information Commissioner’s Office and about data protection complaints specifically at Check if you can complain | ICO.

After the above procedure has been followed, if you remain dissatisfied, or after a period of 8 weeks from the date of your complaint, you can refer your complaint to the Legal Ombudsman whose contact details are: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH, 0300 555 0333, enquiries@legalombudsman.org.uk, Home | Legal Ombudsman.

The Legal Ombudsman may: (a) investigate the quality of the professional service supplied by a solicitor to a client; (b) express a view on whether the solicitor’s charges are found reasonable; or (c) refer allegations that the solicitor has breached rules of professional conduct to the SRA. The Legal Ombudsman will not: (a) determine complicated issues of fact or law which can only be decided by a Court; or (b) give legal advice or tell a solicitor how to handle a case; or (c) review the outcome of a court case.

If you decide to refer your complaint to the Legal Ombudsman, the time limits are either (a) no more than 1 year from the act or omission being complained about, or (b) 1 year from the date when you should have realised that there was cause for complaint.

Alternative complaints bodies (such as Ombudsman Services, ProMediate and Small Claims Mediation) exist which are competent to deal with complaints about legal services should both you and this firm wish to use such a scheme.

If you are not satisfied with the outcome of your complaint in relation to our invoice you may also apply to the Court for an assessment of the invoice under Part III of the Solicitors Act 1974 but you will be responsible for the costs of such assessment if the invoice is not reduced.

The Solicitors Regulation Authority can assist if you are concerned about the behaviour of a solicitor. They are not able to deal with issues of poor service. Their website is SRA | Reporting a solicitor or firm to us | Solicitors Regulation Authority.