Complaints policy

Our 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.

If you have a complaint, please contact us with the details. We have eight weeks to consider

your complaint. If we had not resolved it within this time you may complain to the Legal

Ombudsman.

What will happen next?

1. We will send you a letter acknowledging receipt of your complaint within three days of

receiving it, enclosing a copy of this procedure.

2. We will then investigate your complaint. This will normally involve passing your complaint

to our client care partner, Nina Mason, who will review your matter first and speak to the

member of staff who acted for you.

3. A Director will then invite you to a meeting to discuss and hopefully resolve your

complaint. She will do this within 14 days of sending you the acknowledgement letter.

4. Within three days of the meeting a Director will write to you to confirm what took place and

any solutions she has agreed with you.5. If you do not want a meeting or it is not possible, a Director will send you a detailed reply to your complaint, including her suggestions for resolving this matter; within 21 days of

sending you the acknowledgement letter.

6. At this stage, if you are still not satisfied, you should contact us again and we will arrange

for a Director to review her own decision or appropriate an alternative such as a review by

another local solicitor or mediation 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 about your complaint:

Legal Ombudsman

PO Box 6806

Wolverhampton

WV1 9WJ

Normally, you will need to bring a complaint to the Legal Ombudsman within six months of

receiving a final written response from us about your complaint or within six years of the act

or omission about which you are complaining occurring (or if outside this period, within 3

years of when you should reasonably have been aware of it). For further information, you

should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombusman.org.uk

Policy review :

Renewed annually in June

Reviewed by : Rene Thomas 

Date : 30.06.2025