We are committed to providing a high- quality legal service to all our clients. We request that you tell us if anything goes wrong as this will help us to improve our standards. If you have a complaint, please contact us with the details.

What happens next:

1. If you have concerns or problems, please first raise the matter; with the fees earner dealing with your matter. However, if you don't feel comfortable to discuss your problem with the fee earner or where you feel that the fee earner may not properly address your concerns, then; please put it in writing to the fee earner with a copy to the firm's supervisor.
2. We aim to resolve your complaint within 7 weeks of your notification. We will send you a letter acknowledging receipt of your complaint within 5 days of receiving it enclosing a copy of this procedure.
3. We will then carry out an investigation on the complaint; and this will involve passing the complaint to one of the Partners in the law firm.;
4. One of the partners in the law firm will review the matter and speak to the fee earner who acted for you that gave rise to the complaint.
5. The Partner will invite you to a meeting to discuss the matter with you and how to resolve the matter. Within 3 days of the meeting, the Partner will write to you what was discussed in the meeting and confirm any solutions that were reached or what he/she has agreed with you.
6. If you do not want a meeting to take place, the Partner will write to you the result of his/her investigation and remedy available, if any.
7. If you are not satisfied, you can appeal against the decision and the matter will be passed to another partner in the firm who will contact you in writing and he/she will review the matter and write to you of his/her findings.
8. If you are still not happy with the outcome, you can then contact Legal Ombudsman (LeO) at PO Box 6806, Wolverhampton, WV1 9WJ about your complaint. You can also reach them through their email address: This email address is being protected from spambots. You need JavaScript enabled to view it. or telephone them on 03005550333 or +441212453050 if you are calling from overseas. (LeO) Website: www.legalombudsman.org.uk
9. Please note that you will need to bring a complaint to the Ombudsman within 6 months of receiving a final notice from us about your complaint or within 6 years of the incident.