Our Complaints Procedure:

If you have a Complaint, contact us with the details.

What Will Happen Next?

  1. We will let you know the result of the review in writing within five days of the end of the review. If you are still unsatisfied, you may refer your complaint to the Legal Ombudsman.
  2. We will record your complaint in our central register and open a separate file for your complaint. We will do this within 5 days of receiving your complaint.
  3. We will then start to investigate your complaint. This will normally involve the following steps.

    ∎ We will pass your complaint to Mr Anthony Ebube, our Client Care partner, within 3 days.
    ∎ He will ask the member of staff who acted for you to reply to your complaint within 5 days.
    ∎ He will then examine their reply and the information in your complaint file. And if necessary, he may also speak to them. This will take up to three days from receiving their reply and file.

  4. Anthony Ebube will then invite you to a meeting and discuss the matter with you and hopefully resolve your complaint. He will do this within three days of receiving their reply.
  5. Within two days of the meeting Anthony Ebube will write to you to confirm what took place and any solutions he has agreed with you.

    If you do not want a meeting or it is not possible, Anthony Ebube will send you a detailed reply to your complaint. This will include his suggestions for resolving the matter. He will do this within five days of completing the investigation

  6. At this stage, if you are still not satisfied you can contact us again. We will then arrange to review our decision. This will happen in one of the following ways:

    ∎ Another partner of the firm will review Anthony Ebube’s decision within 10 days.
    ∎ We will ask our local Law Society or another local firm of solicitors to review your complaint within five days. We will let you know how long this process will take.
    ∎ We will invite you to agree to independent mediation within five days. We will let you know how long this process will take.

  7. We will let you know the result of the review within five days of the end of the review. At this time we will write to you confirming our final position on your complaint and explaining our reasons. We will also give you the name and address of our Consumer Complaints Service. If you are still not satisfied, you can contact them about your complaint.

If we have to change any of the timescales above, we will let you know and explain why.

The Legal Ombudsman

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves.  They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first.  If that has occurred then you must make your complaint to the Legal Ombudsman:

∎ within 6 months of receiving final response to your complaint.
∎ no more than 6 years from the date of act/omission; or
∎ no more than 3 years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them on their website: www.legalombudsman.org.uk; or

call them on: 0300 555 0333 between 9:00 am to 5:00 pm; or 
email: enquiries@legalombudsman.org.uk; or
postal address: Legal Ombudsman, P.O. Box 6167, Slough, SL1 0EH

If we have to change our timescales above, we will let you know and explain the reasons.

The Solicitors Regulation Authority

We will provide you with a written outcome following an investigation into your complaint. If you are not happy with our outcome or we have not provided you with an outcome within 8 weeks you can contact the Solicitors Regulation Authority: the SRA can help you if you are concerned about our handling of your matter. This could be for things like delays, an issue with our advice, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.