How to complain

Updated: 23rd January 2024

We are committed to providing a level of service that exceeds the level expected at the outset of our engagement with you. Still, where something goes wrong, or you do not believe we have performed reasonably, taking into account the circumstances of the matter you have engaged us to carry out, we welcome your feedback to help us improve and improve next time. If you are not, therefore, happy with the service we have provided, our procedure is as follows:

• 1Raise your concern with the person or persons (The Team) who you believe have not performed to either the agreed or a reasonable level of service so that they can review their actions and feedback to you why they believe things did not go to the agreed plan or why something was not corrected to your satisfaction that should have been. It may well be that there were unforeseen/changes in circumstances which affected the outcome that were beyond our control and /or could not reasonably have been anticipated and, upon review, adequately explains how the drop in service occurred.


• 2If the Team has not dealt with your concern to your satisfaction within 2 weeks of raising it then please put in writing to the Supervising Director of the Team any outstanding points. The Supervising Director's details will be found in our initial engagement letter to you; otherwise, please ask the Team to refer your unresolved concern to their Supervisor, and the Supervisor will contact you to request any further details they may need to investigate your case. This will normally be done within 7 working days after notification of escalation but is subject to any annual leave/sickness or other unknown extended absence from the office. Your concern will be registered in our Central Register in any event.


• 3The Supervisor will investigate your complaint by reviewing the file, speaking with your team and collecting any other relevant information from 3rd parties involved if necessary. This can take up to 2 weeks but is usually done within a week or less.


• 4Once the Investigation has concluded, the Supervisor will contact you to resolve your matter on the telephone and/or follow up via email with their findings and decision. In some cases, it may be appropriate to invite you to a meeting at our offices.


• 5If the Supervisor is unable to resolve your concerns, then you will have a final right of appeal to our Managing Director, whose details will be provided to you as part of the Supervisor's determination of your case. Our Managing Director will review all communications and contact you in writing with our final response. This will be done at the earliest opportunity but can take up to 21 days from notification of appeal.


• 6The whole process is aimed to be completed within 8 weeks of your initial contact in point 1 above.


• 7If you are still not satisfied at the end of the process, you have the option of contacting the Legal Ombudsman, PO Box 6167, Slough, SL1 0EH. Any complaint to the Ombudsman has to be made 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 realised that there was cause for complaint and within six months of receiving our final response. A link to the Legal Ombudsman guide to complaints is: The Legal Ombudsman - How To Complain.