We are committed to providing a high-quality legal service to our clients, but we realise that things can sometimes go wrong.
If you have any problems in relation to our service or our handling of your matter please tell the lawyer handling your case about it immediately, also you should feel free to contact our managing director/complaints director Paul Mulderrig – [email protected] – at any time.
We will try to sort out any mistakes or misunderstandings as quickly as possible, and this will hopefully help us to improve our standards in the future.
If you wish to make a formal complaint please contact Mr Mulderrig whose details appear above.
If your complaint concerns Mr Mulderrig you should contact our other senior solicitor, Joanne Smith – [email protected]
What will happen next?
1: We will acknowledge receipt of your complaint in writing within three days of receiving it.
2: We will then investigate your complaint. This will normally involve our complaints director reviewing your file and speaking to the member of staff who acted for you.
3: Within 14 days of sending you the acknowledgement letter our complaints director will invite you to a meeting to discuss and resolve your complaint. If you do not want a meeting or it is not possible, our complaints director may instead offer you a chance to discuss the matter by telephone.
4: Within three days of the meeting, or any telephone conversation we have with you our complaints director will write to you to confirm what took place and any solutions we have agreed with you.
5: In any case he will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the written acknowledgement of your complaint referred to in paragraph 1 above.
6: At this stage, if you are still not satisfied, you should contact us again and we will arrange for another senior solicitor to review the decision.
7: 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.
8: If you are still not satisfied, you can contact the Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ about your complaint.
The office of the ombudsman can also be reached on 0300 555 0333 or at [email protected]
Please note any complaint to the Legal Ombudsman must be made:
Within six months of receiving a final response to your complaint
No more than six years from the date of act/omission; or
No more than three years from when you should reasonably have known there was cause for complaint.
Note that the Legal Ombudsman service cannot be used by businesses or most other organisations unless they are below certain size limits. Further details are available from the Legal Ombudsman.
Complaints or reports may also be made to the Solicitors Regulation Authority at the following address (https://www.sra.org.uk/consumers/problems/report-solicitor/).
If we have to change any of the timescales referred to above we will let you know in writing as soon as possible and explain why the timescales are being changed.