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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. We seek to deal with all complaints promptly, fairly, openly and effectively.

Complaints Procedure

If you have a complaint, please contact the fee earner with whom you have been dealing in the first instance. If the matter remains unresolved please contact our Practice Manager Che Shing Li either in writing or on the telephone (01754 897150). He will raise the complaint with the company’s Complaints handling Director, Mr Stephen Hill, who is also the company’s Compliance Officer for Legal Practice (COLP).  Please note that our complaints procedure is free of charge and no fees will be raised regarding the investigation of your complaint.

Next Steps

  1. We will send you a letter (usually within 10 working days) acknowledging your complaint, specifying the length of time it will take to investigate your complaint and respond to it in writing.
  2. We will record your complaint in our central register and open a file for your complaint.
  3. As part of the investigation of your complaint the Practice Manager in conjunction with the COLP will take the following action:- 
    • The Practice Manager and the COLP will ask the person who acted for you to comment on your complaint within 10 working days;
    • The COLP will need to read your file;
    • The COLP may need to discuss the matter with other members of the company;
  4. After taking the above action, the Practice Manager or COLP will write to you within the time frame set out in the letter acknowledging your complaint and setting out the conclusions of the investigation into your complaint. It may be necessary to set up a meeting face to face to discuss the complaint and/or the conclusions reached.
  5. If a meeting is required, then this will be arranged at a time to suit your convenience.
  6. If a meeting takes place, then we will write to you within 10 working days thereafter setting out the details of the meeting and the resolution of your complaint that we have agreed with you if this was achieved.
  7. If you wish a review to be carried out of your complaint after receiving the letter dealing with the outcome of our investigation, then you must write to us setting out the basis upon which you wish us to review the matter.
  8. If you want your complaint to be reviewed then we will write to you setting out a timeframe for carrying this out within 10 working days of receiving your letter requesting a review.
  9. Once the review has been completed we will write to you confirming our final position on your complaint setting out the reasons for the decision we have reached.  

Legal Ombudsman

If you are not satisfied with our decision then you have the right to refer your complaint to The Legal Ombudsman at PO Box 6806, Wolverhampton, WV1 9WJ, telephone: 0300 555 0333, email: enquiries@legalombudsman.org.uk, website: www.legalombudsman.org.uk.

Please note that you must refer your complaint to the Legal Ombudsman within 12 months from the date of our decision, otherwise they do have the right to decline to review your complaint. If you have any concerns about the time limit, you should contact the Legal Ombudsman at the contact details specified above.

The complaints handling scheme operated by the Legal Ombudsman does not deal with complaints from most businesses unless you are a small enterprise. If you need guidance on this point you should contact the Legal Ombudsman, whose details are set out at paragraph 10 above. The Legal Ombudsman will not deal with complaints from trustees where the asset value of the trust is more than £1 million or from a club or association where its annual income exceeds £1 million. We will deal with any complaints made by businesses, trusts, clubs and associations falling into such categories under our complaint handling procedures set out above. 

Solicitors Regulation Authority No: 558660