Complaints

We want to give you the best possible service. To this end at the outset of a case, the Fee-earner advises his/her Client in writing of who will be dealing with their matter. However, if at any point our client becomes unhappy or concerned about the service, we have provided then they should inform us immediately, so that we can resolve the problem.

Telephone, written or e-mail complaints relating to the performance of the Fee earner, quality of service or client care should in the first instance be referred to the Fee-earner handling the case.

During this discussion with the Client, the Fee-earner will endeavour to resolve the complaint there and then and to agree action with the Client.
Should the Client's express dissatisfaction and the complaint cannot be resolved, the Fee-earner will inform the Complaints Handling Partner or another partner if the complaint is against the Complaints Handling Partner and informs the client that the Complaints Handling Partner will investigate.

If at this stage the complaint cannot be resolved, the client will be referred to and given the contact details of The Legal Ombudsman at www.legalombudsman.org.uk The client may also wish to contact the SRA at www.sra.org.uk/consumers/problems This information would also have been given to the client at the outset of the matter in our letter of engagement and terms and conditions.