Our Complaints 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, please contact us with the details. We have eight weeks to consider your complaint. If we have not resolved, it within this time you may complain to the Legal Ombudsman.

 What Will Happen Next?

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

2. Your complaint will be recorded, and a file will be opened.

3. We will then investigate your complaint. This will normally involve passing your complaint to our Compliance Officer, Walata Craigie who will review your matter file.

4. Walata will then invite you to a meeting to discuss and hopefully resolve your complaint. She will do this within 14 days of sending you the acknowledgement letter.

5. Within three to five days of the meeting, Walata will write to you to confirm what took place and any solutions she has agreed with you.

6. If you do not want a meeting or it is not possible, Walata 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.

7. At this stage, if you are still not satisfied, you should contact us again and we will within 10 days arrange for a review by another local solicitor or mediation to review the decision.

8. 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.

9. The timescales are a guidance and may be subject to change depending on the complexity of your matter. If any of the timescales require change, we will inform you of the same and explained the reasons.

10. Legal Ombudsman
11. If you are still not satisfied with the outcome, you can then contact the Legal Ombudsman who investigates complaints about issues with services provided by solicitors.
12. The Legal Ombudsman expects complaints to be made to them within a year of the date of the act or omission about which you are concerned or within a year of you realising there was a concern. The requirement to refer your concerns to the Legal Ombudsman within six months of our final response to you remains the same.  Complaints made outside this time will only be considered by the Legal Ombudsman if they consider it fair and reasonable to do so. FAQs | Legal Ombudsman
13. For further information, you should contact the Legal Ombudsman.
14. Telephone number: 0300 555 0333
15. Email: enquiries@legalombudsman.org.uk
16. Website: https://www.legalombudsman.org.uk/
17. Postal address:
18. PO Box 6167
    Slough
    SL1 0EH

11. Solicitors Regulation Authority
12. You may also complain to the Solicitors Regulation Authority (SRA) if you think we have breached an SRA principle or are guilty of dishonesty or discrimination.
13. Contact the SRA
14. Telephone: 0370 606 2555
15. Email: report@sra.gov.uk
16. Postal address:
    The Cube,
    199 Wharfside Street
    Birmingham
    B1 1RN