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Complaints

We are committed to providing a high-quality legal service to all our clients. If you are unhappy with any aspect of the service you have received, or with a bill, please let us know as soon as possible so that we can try to resolve the issue.

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How to make a complaint

In the first instance, please contact Andrew Croft, Principal Solicitor and Practice Manager, who has overall responsibility for handling complaints.

Complaints should be made in writing where possible (by email or letter), clearly setting out the nature of your concern.

 

We will:

  • acknowledge receipt of your complaint in writing within five working days; and

  • provide a full written response within 28 days, or explain why further time is required and when you can expect a response.

If you are not satisfied with our response, you may request that your complaint be reviewed again by Andrew Croft in his capacity as Principal Solicitor.

 

Legal Ombudsman

If you remain dissatisfied once we have completed our internal complaints procedure, you may refer your complaint to the Legal Ombudsman, provided that you do so within the following time limits:

  • within six months of receiving our final written response; and

  • no more than one year from the date of the act or omission complained about, or one year from the date when you should reasonably have become aware of it.

 

The Legal Ombudsman’s contact details are:

 

Solicitors Regulation Authority (SRA)

The Solicitors Regulation Authority (SRA) regulates solicitors and law firms in England and Wales. The SRA does not resolve complaints about the quality of service, but it can investigate concerns about professional misconduct or breaches of its rules.

If you believe we have breached our regulatory obligations, you may raise your concerns directly with the SRA. Information on how to do so can be found on the SRA’s consumer complaints pages. (http://www.sra.org.uk/consumers/problems) 

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No effect on your legal rights

Making a complaint will not affect how we handle your matter or any ongoing work we carry out on your behalf. We will not charge you for dealing with a complaint.

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