We are committed to providing a high standard of legal service to all our clients. If you are unhappy about any aspect of our service or about a bill, we encourage you to raise your concerns with us as soon as possible so that we may investigate and seek to resolve the matter promptly and fairly.
Making a complaint will not affect how we handle your matter.
How to Make a Complaint
If you wish to make a complaint, please contact us in writing with full details of your concerns. Complaints should be addressed to:
If you require any reasonable adjustments to make a complaint, please let us know.
Our Complaints Procedure
Acknowledgement
We will acknowledge your complaint in writing within three working days of receipt. A copy of this Complaints Handling Procedure will be provided to you.
Investigation
Your complaint will be investigated by our Client Care Officer, Lamin Darboe. This will usually involve:
- Reviewing your matter file and relevant correspondence; and
- Discussing the circumstances with the member of staff concerned.
Meeting (If Appropriate)
Where appropriate, we may invite you to attend a meeting to discuss your complaint and seek to resolve the matter. This will normally take place within 14 days of our acknowledgement.
Written Response
Following our investigation (and any meeting), we will provide you with a written response setting out:
- Our findings;
- Our decision; and
- Any proposed resolution.
We aim to provide our final written response within eight weeks of receiving your complaint. If we are unable to meet this timescale, we will inform you of the reasons and provide an updated timeframe.
If You Are Not Satisfied
If you are not satisfied with our final response, or if eight weeks have passed since you first raised your complaint with us, you may refer the matter to an independent body as set out below.
Legal Ombudsman
The Legal Ombudsman deals with complaints about legal services. If you wish to refer your complaint, you must normally do so:
- Within six months of receiving our final written response; and
- No later than one year from:
- The date of the act or omission being complained about; or
- The date when you should reasonably have known there was cause for complaint.
Slough
SL1 0EH
Solicitors Regulation Authority (SRA)
The Solicitors Regulation Authority (SRA) regulates solicitors and law firms in England and Wales. If your complaint relates to any of the following, you may report the matter directly to the SRA:
- A serious breach of the SRA Standards and Regulations;
- Dishonesty;
- Misuse of client money;
- Discrimination; or
- Any conduct that raises regulatory concerns.
The SRA does not deal with complaints about poor service (these are dealt with by the Legal Ombudsman), but it can investigate matters involving misconduct or regulatory breaches.
199 Wharfside Street
Birmingham
B1 1RN
Complaints About Bills
You may have the right to:
- Complain to the Legal Ombudsman about a bill;
- Apply to the court for an assessment of your bill under Part III of the Solicitors Act 1974.
If all or part of a bill remains unpaid, we may be entitled to charge interest.
Publication and Accessibility
This Complaints Handling Procedure is published on our website in accordance with Rule 2.1 of the SRA Transparency Rules. A copy is available on request.
Need Further Assistance?
Our team is here to help. Contact us to discuss your matter in confidence.