Complaints Procedure

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Complaints Procedure

Our complaints procedure is as follows:

Step One:

Please let us know the full nature of the problem, if you have not already done so. You can do this by emailing us at, or writing to us at the firm’s main office address.

Step Two:

We will write to you acknowledging your complaint within three working days. In this letter, we shall confirm what happens next.

Step Three:

We shall then investigate the matter by an appointed director reviewing the matter file and speaking to the member of staff concerned within 7 days of acknowledging receipt of your complaint.  If, for some reason, the matter cannot be investigated in this timeframe, then we will write to you notifying you of this together with the reason why and giving a revised timescale. Once the investigation has been completed, we shall invite you to a meeting to discuss the issue(s) you have raised and hopefully resolve the complaint.  This meeting will take place within 14 days of sending you the acknowledgement letter.  Following the meeting, we shall write to you within 3 days of the meeting to confirm our discussion and the solution agreed upon.

Step Four:

If you do not want to or are unable to attend such a meeting, we are happy to send you a detailed, written response, including our proposed solution, within 14 working days of sending you the letter acknowledging receipt of your complaint.

Step Five:

If you are satisfied with our response in either Step three or four above, that will be the end of the matter.  However, if you are not satisfied, you should contact us again and we will arrange for another Director to review the decision.   He/She will write to you within 14 days of receiving your request with confirmation of the firm’s final position in relation to your complaint, outlining the reasons and any final redress that is offered.

Step 6:

If you remain unsatisfied, you can contact the Legal Ombudsman. This must usually be made within six months of you having received a final written response from us about your complaint. Complaints to the Legal Ombudsman must usually be made within six years of the act or omission about which you are complaining occurring; or within three years from when you should have known about or become aware that there were grounds for complaint. However, the Legal Ombudsman will not accept complaints where the act or date of awareness was before 6th October 2010. For further information, you should contact the Legal Ombudsman on 0300 555 0333 or visit

Please do not hesitate to contact Tim Scarisbrick (Director & Complaints handler) if you have any queries.

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