1. Our Commitment
We are committed to providing a high-quality legal service. However, if you become dissatisfied with any aspect of our service or our bill, you have the right to make a complaint.
2. Stage 1: Resolution with Fee Earner
In the first instance, please raise your concerns directly with the Fee Earner handling your matter (or the person named in your initial Letter as having overall responsibility for your work). They will attempt to resolve the matter informally and promptly with you.
3. Stage 2: Formal Escalation to a Partner
If the Fee Earner cannot resolve your complaint to your satisfaction, or if you prefer not to discuss it with them, you may escalate your complaint to a Partner of this firm (usually Michael Connell).
Your complaint should be submitted in writing (by post or email), setting out the details of your concerns.
We will send you a written acknowledgment of your formal complaint within 5 working days of receipt.
The Partner (or someone delegated the work) will independently review your file, conduct a full investigation, and provide you with our Final Written Response setting out our findings and any proposed outcome or remedy within 40 working days of receiving your formal complaint.
4. External Resolution: Legal Ombudsman
If we have not resolved your complaint within 40 working days of receipt, or if you remain dissatisfied with our Final Written Response, you may have the right to refer your complaint to the Legal Ombudsman, an independent complaints handling body.
Time Limits: Ordinarily, you must refer your complaint to the Legal Ombudsman within 6 months of receiving our Final Written Response, and within 1 year from the date of the act or omission complained of (or 1 year from when you should reasonably have known there was cause for complaint).
Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Website: www.legalombudsman.org.uk
5. Professional Misconduct: Solicitors Regulation Authority (SRA)
If your complaint relates to our professional conduct or breach of regulatory rules (such as dishonesty, discrimination, or mismanagement of client money), you may report the matter directly to our regulator, the Solicitors Regulation Authority (SRA) at www.sra.org.uk.