Our Complaints Policy

We are committed to providing a high-quality legal service to all our clients.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

Our complaints procedure

If you have a complaint, please contact us with the details.

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within 2 working days of us receiving the complaint, enclosing a copy of this procedure.
  2. We will then investigate your complaint. Your complaint will be passed to our Client Care Director who will review your matter file and speak to the member of staff who acted for you.
  3. We will send you a detailed written reply to your complaint, including suggestions for resolving the matter within 21 days of sending you the acknowledgement letter. This will normally be sent to you by the member of staff who acted for you, although on occasion it may be the Client Care Director who responds directly.
  4. At this stage, if you are still not satisfied, you should contact the Client Care Director who will review the decision. Our Client Care Director is Simon Hale who is at our Beeston office at 2 Devonshire Avenue, Beeston, Nottingham, NG9 1BS. If it is the Client Care Director who has written to you, then your matter will be referred to one of the other Directors to review.
  5. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  6. If you are still not satisfied, you can then contact the Legal Ombudsman, PO Box 15870, Birmingham, B30 9EB about your complaint.  Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final decision on your complaint but for further information, you should contact the Legal Ombudsman (0300 555 0333 or email enquiries@legalombudsman.org.uk ) or refer to legalombudsman.org.uk. From 15th February 2016, complaints regarding goods and services bought online can also be made through the European Commission’s Online Dispute Resolution Platform which can be accessed via the following link: http://ec.europa.eu/consumers/odr/

If we have to change any of the timescales above, we will let you know and explain why.