Problems with our Service

Client Complaints

Policy

We take very seriously all expressions of dissatisfaction from our clients.  If you have received this leaflet, it is likely that you have already expressed your concerns verbally or in writing to your advisor, the Partner responsible for dealing with complaints, Stephen Fleming.  This leaflet explains our procedures for handling complaints to ensure that each complaint is dealt with swiftly in an attempt to reach an amicable and satisfactory solution.

Reporting & Investigation Responsibilities

Informal verbal complaints should be addressed to your lawyer in the first instance.  If you are not satisfied with their proposals, then the matter should be taken up with Stephen Fleming.  If the matter cannot be resolved informally with your lawyer, it would assist investigations if you were to fully detail your concerns in writing so there is less room for misunderstanding your concerns and requirements.

Response Times

Written complaints will be acknowledged within 7 days of receipt.  A full reply will be sent as soon as the matter has been investigated and our proposals for dealing with your concerns have been agreed upon.  In any case, we will always endeavour to provide a full response within 21 days.  If that is not possible, an interim response will be given explaining why it is not possible to meet this deadline, when we expect our investigations to be completed and a response finalised.

Unresolved Issues

If we are unable to resolve the matter to your satisfaction, you are able to take the matter up with the Legal Ombudsman.  The contact details are:

  • PO Box 15870, Birmingham, B30 9EB
  • E-mail: enquiries@legalombudsman.org.uk
  • Telephone No: 03005550333.

There is a time limit for lodging a complaint with the Ombudsman and this should be checked by looking at www.legalombudsman.org.uk or by telephoning the above number.

Management

All complaints (written or verbal) are recorded and logged centrally to enable us to detect recurring problems and trends.  As necessary, we will implement corrective action in response to individual complaints and improvement measures to prevent adverse trends and correct recurring problems.  In this manner, we aim to constantly improve the service we provide.