Client Complaint Procedure

We want our clients to be completely satisfied with the service they receive from us. We encourage any client who has any concerns about the way we have dealt with a matter, our service levels, or our fees, to raise it as soon as possible with the partner responsible for their matter.

We treat complaints very seriously and will make every effort to deal with them effectively, promptly and fairly.

We find that most complaints can be resolved satisfactorily after discussion with the partner concerned. However, if a more detailed investigation is required, this is how we will proceed.

We aim to acknowledge your complaint within two working days from receipt and provide an initial response within seven working days. Should a substantive written response be required we aim to send this to you within a further twenty one working days. If, for any reason, we are unable to respond fully within twenty one days, we will explain why and when we anticipate replying in full.

If the partner responsible is unable to resolve your complaint, he will refer it to Paul Hunston our Managing Partner, who will undertake a review and agree next steps with you.

In the unlikely event that this does not resolve matters, clients who are individuals and certain categories of small business (including charities, clubs, societies, associations and trusts) may use the services of the Legal Ombudsman. There are certain time limits for referring a matter to the Legal Ombudsman. As these are subject to change, we (or they) can explain these in detail when required but at the time of writing they are generally that you should contact the Legal Ombudsman within six months of our written response to your complaint and within one year from the time the problem occurred or from when you should reasonably have become aware of the problem. The contact details for the Legal Ombudsman are as follows

T:    0300 555 0333 (or +44 121 245 3050 from outside the UK).
A:    PO Box 6806, Wolverhampton, WV1 9WJ

There are other alternative dispute providers but we do not currently use their services.

If you wish to challenge a bill, you have certain rights under Part III of the Solicitors Act 1974. Time limits apply and depend on whether the questioned bill has been paid. We are happy to explain this procedure at any time on request.

The Solicitors Regulation Authority is our professional regulator and handles any complaints relating to professional misconduct.

If you are not a client but wish to make a complaint, please address it in writing to our Managing Partner, Paul Hunston.