It is our objective to provide our clients the highest quality service and advice. If at any point you become concerned about any aspect of our service or charges then you should inform us immediately, so that we can discuss any issues with you.

In the first instance please contact the person who is dealing with your matter or the Partner supervising your matter to discuss your concerns.

If you would like to make a formal complaint, then you can request our Complaints Handling Policy. Making a complaint will not affect how we handle your matter or the continued service you receive.

The Solicitors Regulatory Authority are there to assist you if you are concerned about things such as dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. You can find out more about raising your concerns with the Solicitors Regulation Authority by looking at their website below. Alternatively, you can contact the SRA by one of the following methods:

Call:     0370 606 2555 – 9.30am to 5pm – Monday to Friday

Email:  report@sra.org.uk

Post:    Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN

The Legal Ombudsman may be able to help you if we have been unable to resolve your complaint to your satisfaction within 8 weeks. You may be able to complain to the Legal Ombudsman if you are an individual, a business with fewer than 10 employees and turnover or assets not exceeding a certain threshold, a charity or trust with a net income of less than £1m, or if you fall within certain other categories (you can find out more from the Legal Ombudsman).

If the Legal Ombudsman accepts your complaint for investigation it will look at your complaint independently and it will not affect how we handle your matter.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then normally you will need to bring a complaint to the Legal Ombudsman:

• No more than one year from the date of the act or omission being complained about; or
• No more than one year from the date when you should have reasonably know that there was a cause for complaint.
• Within 6 months or receiving our final response to your complaint

The Legal Ombudsman has a discretion to extend the 1 year time limit it is fair and reasonable to do so. Further details are available on the website www.legalombudsman.org.uk

If you would like more information about the Legal Ombudsman, please contact them by one of the methods below:

Website: www.legalombudsman.org.uk

Call: 0300 555 0333 – 10am to 4pm – Monday to Friday.

Legal Ombudsman

PO Box 6167

Slough

SL1 0EH