Complaints Procedure

We are committed to providing a high‑quality legal service. However, we recognise that things can sometimes go wrong. When concerns are raised, we take them seriously and aim to resolve them promptly, fairly and openly.

This policy explains how to raise a complaint and how we will deal with it.

Your matter and who to contact

At the outset of your matter, we will have confirmed in writing:

• the name and status of the person with day‑to‑day responsibility for your matter, and
• the name and status of the supervisor who has overall responsibility.

If at any stage something is unclear or you would like further explanation, please ask the person dealing with your matter. We encourage questions and will always try to address concerns as early as possible.

If you feel that a problem has arisen with the service provided, you should raise this either with the person dealing with your matter or with their supervisor in the first instance.

Making a complaint

A complaint may be made in writing or verbally. Where any expression of dissatisfaction or grievance is raised, it will be treated as a complaint.

All complaints are notified promptly to our Head of Quality and Compliance, Leigh Mollison, who maintains a central record of all complaints and how they are handled.

Acknowledgement and investigation

We will acknowledge receipt of your complaint in writing within 48 hours, confirming that it is being investigated.

The acknowledgement will be sent by the person who will investigate your complaint, and you will be able to communicate with them directly. This will usually be Leigh Mollison, Head of Quality and Compliance but could also be the relevant Head of Department or supervisor.

The investigation will normally involve a review of the relevant file and discussion with those involved in your matter.

We aim to provide a full written response within 21 working days of the acknowledgement. Our response will explain our findings and, where appropriate, set out any proposed steps to resolve or remedy the issue.

If you agree that the proposed remedy resolves your complaint, the agreed action will be taken and confirmed to you in writing, together with an apology where appropriate.

Requesting a review

If you are not satisfied with our response or the proposed remedial action, you may request a review of your complaint and make any further representations you consider appropriate.

The review will be carried out by either:

• Leigh Mollison, Head of Quality and Compliance, or
• Jon Wilby, Compliance Partner, or John French, Deputy Compliance Partner, where Leigh Mollison has already dealt with the complaint.

Where a complaint is referred for review, the reviewer will be provided with the full file and details of the matter. They will write to you within two working days to confirm that the review has commenced and will aim to provide a final decision within a further 21 working days. If additional time is required, or if further information is needed from you, we will let you know.

Legal Ombudsman

We always aim to resolve complaints internally. However, if you remain dissatisfied following our final response, you have the right to refer your complaint to the Legal Ombudsman.

Legal Ombudsman
PO Box 6167
Slough
SL1 0EH
Email: enquiries@legalombudsman.org.uk

The Legal Ombudsman expects complaints to be referred:

• within one year of the act or omission complained about, or within one year of when you should reasonably have known that there was a cause for complaint, and
• within six months of the date of our final written response

Solicitors Regulation Authority

The Solicitors Regulation Authority can help if you have concerns about our behaviour. This includes issues such as dishonesty, misuse of money, or unfair treatment because of age, disability, or another protected characteristic.

You can contact the Solicitors Regulation Authority at:
The Cube, 199 Wharfside Street, Birmingham, B1 1RN

Data protection complaints

If your complaint relates to how we have handled your personal data, including concerns about confidentiality, accuracy, security, or how your information has been used or shared, it will be dealt with under our data protection complaints process.

All data protection complaints are referred to our Head of Quality and Compliance, Leigh Mollison. A record of data protection complaints is maintained centrally.

We will acknowledge your data protection complaint within 3 working days and investigate it in accordance with our data protection obligations. This may include reviewing files, systems, correspondence and speaking to those involved.

We aim to provide a written response within 30 days of receiving your data protection complaint. Where a matter is complex and requires more time, we will explain the reasons for any delay and keep you updated.

If you are unhappy with our response, you may request a review, which will be carried out by our Compliance Partner, Jonathan Wilby or Deputy Compliance Partner, John French.

If you remain dissatisfied after our final response, you have the right to raise your concern with the Information Commissioner’s Office (ICO).

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Website: www.ico.org.uk