Our Complaints Procedure

It is important to us that we provide services of the highest quality to all of our clients. We aim to ensure that any complaints that clients may have are identified and dealt with in accordance with this procedure.

Making a complaint

You can register your complaint with the person dealing with your matter or the Client Services Partner, Simon Banfield. Our Client Services Partner, Simon Banfield, is responsible for ensuring that complaints are handled effectively and in accordance with this procedure.

Investigating your complaint

(1) We will acknowledge your complaint within seven days.
(2) We will conduct a full investigation and an independent review of your matter.
(3) We aim to respond in full within 28 days. However, if your complaint is of a more complex nature we will require more time but we will let you know when you will receive a full response.
(4) We will reply to you, usually in writing to tell you our views on your complaint and how we propose to resolve it, hopefully to your satisfaction.
(5) If you are dissatisfied with the outcome, or the way your complaint has been handled, you may write to Simon Banfield who will make such further investigations as are necessary.
(6) Simon Banfield will inform you of the conclusions and any alternative proposals to resolve your complaint, usually within 28 days of this being referred to him.
(7) If still unresolved at this stage, you may take your complaint to the Legal Ombudsman.

Legal Ombudsman

The Legal Ombudsman is an independent body established by the Office for Legal Complaints under the Legal Services Act 2007 to deal with complaints against Solicitors.

The Legal Ombudsman may:

• Investigate the quality of professional service supplied by a solicitor to a client.
• Investigate allegations that a solicitor has breached rules of professional conduct.

Before it will consider a complaint the Legal Ombudsman generally requires that the firm’s internal Complaints Procedure has been exhausted. If the Legal Ombudsman is satisfied that the firm’s proposals for resolving a complaint are reasonable, it may decline to investigate further.

The Legal Ombudsman’s address is: P O Box 15870, Birmingham, B30 9EB; telephone, 0300 555 0333; website, www.legalombudsman.org.uk; or email, enquiries@legalombudsman.org.uk

 

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