Modified Complaints Handling 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. You have already been given details of who to contact if you are unhappy with the service we have provided to you in our terms of business and of the Partner who is responsible for investigating the complaints.
If you have a complaint, please contact us with the details.
What will happen next?
- We will send you a letter acknowledging receipt of your complaint within two working days of receiving it, enclosing a copy of this procedure. If applicable we may ask you to confirm or explain the details
- We will record your complaint in our central register.
- We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, Michael Stocken, who will review your matter file with the Head of the relevant Department and/or Category Supervisor and speak to the member of staff who acted for you.
- Michael Stocken will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter and/or receiving any further information from you whichever is the later if applicable.
- At this stage, if you are still not satisfied, you should contact us again within 14 days and we will arrange for another partner or someone unconnected with the matter at the firm to review his decision.
- 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.
- If you are still not satisfied, you can then contact the Legal Ombudsman, PO Box 6806, Wolverhampton WV1 9WJ about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final decision on your complaint but for further information you should contact the Legal Ombudsman on 0300 555 0333 or at www.legalombudsman.org.uk.
- You should bring your complaint to the Legal Ombudsman no later than twelve months from when the problem occurred, if you have made a complaint direct to the Legal Ombudsman.
If we have to change any of the timescales above, we will let you know and explain why.