1 We are committed to providing a high-quality legal service.
2 We acknowledge that we may not always get it right so if something has gone wrong, including in relation to the bill, we need you to tell us.
3 How do I make a complaint?
3.1 In the first instance you should seek to resolve any complaint with the fee earner who has been handling your matter.
3.2 If you feel that this is not possible, or if you have attempted to do so but you remain unsatisfied with the response, then the complaint should be escalated to the supervising partner identified in our initial correspondence with you. Complaints relating to conveyancing matters should be referred to Natalie Roberts, Wills and Probate matters to Lucy Atwill, Commercial matters to Tim Caudrelier and Litigation and Family matters to Anthony Dyke. All other complaints will be referred to Lucy Atwill, unless the complaint relates to a matter in which she has acted in which case the complaint will be dealt with by Anthony Dyke.
3.3 To help us to understand your complaint, and in order that we do not miss anything, please tell us:
3.3.1 your full name and contact details
3.3.2 what you think we have got wrong
3.3.3 what you hope to achieve as a result of your complaint, and
3.3.4 your file reference number (if you have it)
3.4 If you require any help in making your complaint we will try to help you.
4 How will you deal with my complaint?
4.1 We will record your complaint centrally.
4.2 We will write to you within five working days acknowledging your complaint, enclosing a copy of this policy.
4.3 We will investigate your complaint. This will usually involve:
4.3.1 reviewing your complaint
4.3.2 reviewing your file(s) and other relevant documents, and
4.3.3 speaking with the person who dealt with your matter
4.4 We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.
4.5 We will update you on the progress of your complaint at appropriate times.
4.6 We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you on the telephone.
4.7 We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. Where possible, we will aim to do this within 21 days of the date of our letter of acknowledgement.
5 What if I am not satisfied with the outcome?
5.1 If you are unhappy with the outcome of our complaints handling procedure please first let us know and we will review the matter.
5.2 If you are still unhappy you can ask the Legal Ombudsman to look into your complaint. You can contact the Legal Ombudsman:
5.2.1 by post at PO Box 6167, Slough, SL1 0EH
5.2.2 by telephone: 0300 555 0333, or
5.2.3 by email: enquiries@legalombudsman.org.uk
5.3 You must refer your complaint to the Legal Ombudsman within one year of the problem occurring (or when you discovered the problem) and within six months of our final written response to your complaint. Further details are available on the website: www.legalombudsman.org.uk.
6 What will it cost?
6.1 We will not charge you for handling your complaint.
6.2 Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding.
6.3 The Legal Ombudsman service is free of charge.
