Complaints

Procedure for dealing with clients’ complaints

We aim to provide a good quality service and we certainly hope that you will not feel the need to complain. We acknowledge, however, that mistakes can occur and outcomes are not always as one would hope. In such a scenario, we would welcome complaints which can assist us to identify any systemic deficiencies and enable us to remedy or explain unwelcome eventualities.

Our procedure for dealing with complaints is as set out below.

1. As a client, you are encouraged to inform the supervising partner of the nature of the complaint in writing unless you have already done so.
2. The supervising partner will reply to you as soon as reasonably practicable and, if necessary, meet or telephone you for clarification of the complaint.
3. The complaint will be investigated by the supervising partner to ascertain the cause and then to discuss it with you.
4. Once the complaint has been discussed, the supervising partner will take appropriate action by giving you an explanation, possibly offering an apology, maybe offering to transfer the matter to another fee earner where there has been a personality clash, or such other action as appears to be appropriate.
5. The supervising partner will endeavour to resolve the complaint within eight weeks from outset.
6. If you continue to remain unsatisfied, you will normally be encouraged to contact the Legal Ombudsman.