Complaints Procedure

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within five days of receiving it, enclosing a copy of this procedure.
  2. We will investigate your complaint. This will normally involve passing your complaint to our Complaints Manager, Mrs Helen Lannagan, who will review your matter file and speak to the member of staff who acted for you.
  3. Our Complaints Manager Mrs Helen Lannagan will send a detailed written reply to your complaint, including the suggestions for resolving the matter, within 21 days of sending the acknowledgement letter to you.
  4. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another partner within the firm to review the decision.
  5. 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.
  6. If you are still not satisfied with our handling of your complaint you can ask the Legal Ombudsman to consider the complaint. Contact details are as follows:

PO Box 6806, Wolverhampton, WV1 9WJ

Tele: 0300 555 0333



Normally you will need to bring a complaint to the Legal Ombudsman within the following timescales:

a) Six years from the date of the act or omission about which you are complaining occurring, or

b) Three years from the date you should reasonably have known there were grounds for complaint (if the act/omission took place before 6th October 2010 or was more than six years ago), and

c) Within six months of receiving a final written response from us about your complaint.

In relation to a) and b) the act/omission, or when the complainant should have reasonably known there was cause for complaint must have been after 5th October 2010.

  1. We would hope that this does not become necessary and that we can resolve matters between ourselves. If this is not the case however, we would be happy to provide you with the necessary information to make such a complaint.
  2. If we have to change any of the above timescales we will let you know and explain why.
  3. The legal services complaints procedure also includes complaints arising concerning our bill. There may also be a right to object to the bill by applying to the court for an assessment of the bill under Part III of the Solicitors Act 1974; and that if all, or part, of a bill remains unpaid, the firm may be entitled to charge interest.

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