Complaints Handling 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.

If you have a complaint, write to us with the details.

What will happen next?

We will send you a letter acknowledging receipt of your complaint within 7 days of receiving it, enclosing a copy of this procedure.

2. We will then investigate you complaint. This will normally involve passing your complaint to our Principal, Angela Lever, who will review your matter file.

3. Angela Lever will then offer to meet you to discuss and, hopefully, resolve your complaint. She will do this within 14 days of sending you the acknowledgement letter.

4. Within 7 days of the meeting Angela Lever will write to you to confirm what took place and any solutions she has agreed with you.

5. If you do not want a meeting, or it is not possible, Angela Lever will send you a detailed written reply to your complaint, including her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.

6. At this stage, if you are still not satisfied, you should contact us again and Angela Lever will review her decision.

7. 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.

8. If your complaint has not been resolved to your satisfaction within eight weeks of making your complaint, you may contact the Legal Ombudsman about your complaint.

The contact details for the Legal Ombudsman are as follows:

Calls from both mobiles and landlines to 0300 numbers cost no more than calls to national geographic numbers (starting 01 or 02). Calls are recorded and may be used for training and monitoring purposes.

  • For minicom call 0300 555 1777
  • In writing: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

Do not send original documents to the Legal Ombudsman. They will scan any documents you send to make computer copies and then destroy the originals.

Full details of the type of complaints which the Ombudsman will accept can be found on their website at www.legalombudsman.org.uk.

Please note that you can usually only contact the Ombudsman within 6 months of receiving a final written response from us about your complaint.

From 1 April 2023, the time limits for referring a complaint to the Legal Ombudsman will be no later than:

  • one year from the date of the act or omission being complained about; or
  • one year from the date when the complainant should have realised that there was cause for complaint.

The Ombudsman will not accept complaints where the act/omission/date-of awareness was before 6 October 2010. You should also note that the Ombudsman may not consider a complaint about a bill if you have applied to the Court for it to be assessed.

(If you wish to find out more about the Legal Ombudsman scheme rules please see their guidance published on their website.)

9. If we have to change any of the timescales above, we will let you know and explain why.

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