Complaints Policy

We are committed to providing you with a high-quality service in all aspects of your matter. However, if you are dissatisfied with the quality of our service or the bill you have received, you should initially raise the matter with your caseworker. Alternatively, if you prefer, or if the issue is not resolved to your satisfaction, you may escalate the matter to Sivatharshini Logeswaran, the Complaints Partner. A copy of the firm’s Complaints Handling Procedure is available upon request.

Our Complaints Process

  • Acknowledgement: We will acknowledge your complaint within 14 days (to allow for postal delays) and inform you who will be handling your complaint.
  • Recording: Your complaint will be logged in our central register, and we will open a file for it. A full investigation and independent review of the matter will be conducted.
  • Response: We aim to provide a full response within 28 days. If the complaint is complex and requires more time, we will inform you of the revised timeline and keep you updated. We may also invite you to meet with a Partner to gather further information and resolve the issue.
  • Outcome: Following the investigation, we will usually provide you with a written response detailing the outcome of your complaint.

If your complaint is not resolved to your satisfaction, you may refer the matter to the Legal Ombudsman.

The Legal Ombudsman is an independent body established under the Legal Services Act 2007 to handle complaints against solicitors. They can:

  • Investigate the quality of professional services provided by a solicitor.
  • Examine allegations of breaches of professional conduct.
  • Investigate claims that a solicitor has unreasonably refused to provide services to a prospective client.

Contact Details for the Legal Ombudsman

  • Address: PO Box 6806, Wolverhampton, WV1 9WJ
  • Telephone: 0300 555 0333
  • Website: www.legalombudsman.org.uk
  • Email: enquiries@legalombudsman.org.uk

Time Limits

You must refer your complaint to the Legal Ombudsman:

  • Within six months of our final written response to your complaint; and
  • Within six years of the date of the issue, or if later, within three years of when you should reasonably have become aware of the issue.

We value your feedback and are committed to addressing any concerns to ensure your satisfaction with our services.