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Complaints Policy


We are committed to providing a high-quality legal service to our clients. When something goes wrong, we need you to tell us about it. This will help us to sort out any mistakes or misunderstandings, and to improve our standards.

Initial concerns

In most cases, an informal chat with the lawyer responsible for your matter will resolve your concerns.

If it does not, you can formalise your complaint or speak to someone other than the lawyer responsible for your matter. Our Complaints Manager, Rick Barrow can record everything you are unhappy about and recommend the best solution for you. You can contact Rick Barrow at and in his absence, the COLP, Luke Hewitt at

What we need to know

To deal with your complaint correctly, it would be helpful when contacting us if you could provide the following information:

What will happen next?

  1. If you telephone us, we will endeavour to resolve the issue in that call.
  2. If you email or write to us, or if your complaint cannot be resolved in a phone call, we will acknowledge receipt of your complaint in writing within two days of receiving it.
  3. We will then investigate your complaint. This will normally involve the Department Head reviewing your file and speaking to the member of staff who acted for you.
  4. Within fourteen days of sending you the acknowledgement letter our Complaints Manager or the Department Head (if they can resolve the issue) will contact you to discuss and resolve your complaint. This will primarily be done by e-mail but can be done by telephone or in person if you would rather.
  5. Within three days of the discussion we have, our Complaints Manager or Department Head will write to you to confirm what took place and any solutions we have agreed with you.
  6. In any case they will send you a detailed written reply to your complaint, including their suggestions for resolving the matter, within twenty-one days of sending you the written acknowledgement of your complaint referred to in paragraph 1 above.
  7. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another Director to review the decision.
  8. We will write to you within fourteen days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  9. If we have to change any of these timescales, we will let you know and explain why.
  10. If you are still not satisfied, you can 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 written response on your complaint but for further information, you should contact the Legal Ombudsman on 0300 555 0333 or at Note that the Legal Ombudsman service cannot be used by businesses or most other organisations unless they are below certain size limits. Further details are available from the Legal Ombudsman.
  11. If a complaint cannot be resolved, you may also be able to ask for it to be referred to a process of alternative dispute resolution using a certified provider. We are not required to agree to such a request. In any case this is not available to businesses, only consumers. We will give you more information about that right if it becomes relevant.