Please Note: The following complaints procedure is designed for our clients. If you are a Defendant or other Third Party and wish to raise a complaint, please use the complaint procedure for Customers.

As a law firm regulated by the Solicitors Regulation Authority (“SRA”) we aim to practise in accordance with the highest standards of professional conduct and client care and in adherence to the SRA’s Standards and Regulations, which can be viewed on their website at www.sra.org.uk

We will exercise all reasonable care and skill in the handling of your work and comply with all relevant laws and regulations in force at the time of your instructions. We will give you advice that is clear, using plain English, and will be open about the likelihood of success in any particular case, and keep the ‘cost/benefit’ risk under review throughout the case. Where any limitation arises as to our ability to act for you, such as a potential conflict of interest, we will inform you promptly.

We hope you will not have any cause to complain but if you are unhappy with our services, we ask that you contact the person handling your matter in the first instance, so that your concerns can be quickly resolved to your satisfaction. If that does not resolve your concerns, please contact our Compliance Officer for Legal Practice, James Devane.

If you would like to make a formal complaint, then you can read our full complaints procedure which we will send to you upon your request. Making a complaint will not affect how we handle your case. We will acknowledge your complaint within 3 working days and then aim to deal with your complaint as promptly as possible. Although we have eight weeks to respond to your complaint, we will aim to provide a full written response within 28 days.

What To Do If We Cannot Resolve Your Complaint

If you are not satisfied with our handling of your complaint or if we have not provided a full response within eight weeks, you may be able to ask the Legal Ombudsman to consider the complaint:

Address: PO Box 6806, Wolverhampton, WV1 9WJ

Telephone number: 0300 555 0333

Email: [email protected]

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 and within six years of the act or omission about which you are complaining occurring (or, if outside this period, within three years of when you should reasonably have been aware of it).

Further details about eligibility to use the Legal Ombudsman’s services, timescales and procedures are available on the Legal Ombudsman’s website at www.legalombudsman.org.uk but, as a general rule, large corporate clients will not be able to use the services of the Legal Ombudsman.

What To Do If You Are Unhappy With Our Behaviour

The SRA can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

Visit their website at www.sra.org.uk to see how you can raise your concerns with the SRA.