In order for us to monitor and improve the quality of service to our clients, we aim to investigate concerns objectively, generating a speedy and positive solution. We hope that all our clients are pleased with the work that we do, but should there be any aspect of our service with which you are unhappy, please follow these steps:
(1) Raise your concern in the first place with your fee earner, then your head of department, before referral to Complaints.
(2) If you still have queries or concerns, please contact our Senior Director, David Small, who will deal with your complaint in accordance with our complaints procedure. Note: This will begin with details of the complaint being put in writing to Mr Small.
If you are not satisfied with our handling of your complaint you can ask the Legal Ombudsman atwww.legalombudsman.org.uk to consider the complaint; we ask that you do so within six months of the completion of your matter.
Note: Most of the time, complaints about solicitors are about poor service, and therefore should be sent to the Legal Ombudsman. If the Legal Ombudsman thinks your case involves a breach of our Principles, they will refer your case to the Solicitors Regulation Authority (SRA). Please only report the matter directly to the SRA (https://www.sra.org.uk/consumers/problems/report-solicitor.page) if you think a firm has breached an SRA Principle.